Company
SaaS
ServiceDeliveryDirector
Neural analysis suggests this role is
optimal for Director candidates.
“Service Delivery Director. Skills: Service delivery, Contract management, Customer relationship management, Cross-functional coordination. Serve as primary business contact. Maintain working relationships with customer stakeholders”
What You'll Achieve.
Customer and internal stakeholders maintain clear alignment; Contractual obligations proactively tracked; Key milestones proactively tracked; Deliverables proactively tracked; Required actions proactively tracked; Change requests coordinated efficiently; Commercial discussions coordinated effectively; Approvals coordinated efficiently; Risks identified early; Issues identified early; Dependencies identified early; Governance meetings productive; Service delivery aligned with scope; Service delivery aligned with timeline; Service delivery aligned with financial expectations; Service delivery aligned with customer commitments; Cross-functional teams operate with communication; Cross-functional teams operate with accountability; Cross-functional teams operate with operational clarity; Strategic customer relationships remain stable; Strategic customer relationships remain collaborative; Strategic customer relationships remain solution-oriented
Industry & Context.
What They're Looking For.
Must Have
7+ years of experience in Service Delivery, Customer Success, Strategic Account Management, Professional Services, Contract Management, or related customer-facing operational roles, Ability to interpret contractual obligations, Coordinate operational execution against customer commitments, Commercial acumen, Understanding of scope management, Understanding of change requests, Understanding of approvals, Understanding of financial impacts, Understanding of operational risk management, Demonstrated ability to influence cross-functional teams without direct management authority
Nice to Have
Bachelor’s degree in Business, Technology, Operations, or related field, Experience working in highly matrixed and fast-paced environments
What You'll Do.
Serve as primary business contact
Maintain working relationships with customer stakeholders
Support customer governance forums
Facilitate executive business reviews
Facilitate operational governance meetings
Facilitate escalation calls
Facilitate Steering Committee sessions
Ensure alignment between customer expectations and commitments
Drive proactive communication regarding service delivery
Manage day-to-day administration of customer contracts
Coordinate contract modifications
Monitor and manage commercial matters
Coordinate change requests
Coordinate service impacts
Coordinate scope clarification
Coordinate financial implications
Coordinate contract compliance
Maintain accurate documentation of customer commitments
and coordinate resolution of risks
and coordinate resolution of issues
and coordinate resolution of blockers
and coordinate resolution of dependencies
and coordinate resolution of service delivery
Facilitate timely escalation and cross-functional decision-making
Ensure operational and contractual risks are surfaced
Coordinate mitigation plans
Partner with Customer Success
Partner with Professional Services
Partner with executive teams
Coordinate operational handoffs
Coordinate ownership clarity
Coordinate communication paths
Coordinate governance structures
Maintain alignment between operating model and execution
Ensure customer-facing teams understand commitments
Maintain clear and organized documentation
Track and manage key action items
Track and manage dependencies
Track and manage milestones
Track and manage follow-ups
Support operational consistency
Support governance discipline
Prepare executive-level summaries
Prepare governance materials
Prepare customer communications
How You'll Work.
Team & Collaboration
Cross-functional teams; Customer Success; Professional Services; Support; Product; Finance; Legal; Revenue Operations; Executive stakeholders
Communication Scope
Executive communication; Written communication; Verbal communication
Full Job Description
## Description The Service Delivery Director is a senior individual contributor responsible for serving as the primary business relationship and contract management lead for assigned strategic customer engagements. This role acts as the central point of accountability for maintaining alignment between the customer and the company, ensuring contractual commitments are understood and managed, and coordinating the operational, commercial, and governance activities required to support successful service delivery. This role does not have direct people management responsibilities. Instead, the Service Delivery Director works cross-functionally with Customer Success, Professional Services, Support, Product, Finance, Legal, Revenue Operations, and executive stakeholders to ensure customer obligations, risks, dependencies, decisions, change requests, and commercial matters are proactively managed and clearly communicated. The ideal candidate is a highly organized, commercially aware service delivery professional with strong executive presence, exceptional communication skills, and the ability to influence cross-functional teams without direct authority. ## ESSENTIAL RESPONSIBILITIES & DUTIES Customer Relationship & Governance Management Serve as the primary business contact and relationship lead for assigned strategic customer engagements. Establish and maintain strong working relationships with customer stakeholders, including executive sponsors, operational leaders, and cross-functional partners. Support and facilitate customer governance forums, including executive business reviews, operational governance meetings, escalation calls, and Steering Committee sessions. Ensure alignment between customer expectations, contractual commitments, and internal operating teams. Drive proactive communication regarding service delivery status, risks, decisions, timelines, and dependencies. Contract & Commercial Management Manage day-to-day administration of customer contracts, includin
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