Company
SaaS
ServiceDeliveryDirector
Neural analysis suggests this role is
optimal for Director candidates.
“Service Delivery Director. Skills: Service delivery, Customer success, Contract management, Relationship management. Serve as primary business contact. Establish working relationships with customer stakeholders”
What You'll Achieve.
Customer and internal stakeholders maintain clear alignment; Contractual obligations tracked and managed; Change requests coordinated efficiently; Risks, issues, and dependencies identified and resolved; Governance meetings productive and focused on outcomes; Service delivery aligned with scope, timeline, financial expectations; Cross-functional teams operate with clarity; Strategic customer relationships remain stable
Industry & Context.
Problem-solving; Decision facilitation
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, Understanding of SaaS, enterprise software, managed services, or technology delivery environments, Experience managing executive customer relationships, Ability to interpret contractual obligations, Commercial acumen, Excellent written, verbal, and executive-level communication skills, Organizational and operational discipline, Ability to manage multiple priorities and stakeholders simultaneously, 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
Establish working relationships with customer stakeholders
Support customer governance forums
Ensure alignment between customer expectations and commitments
Drive proactive communication regarding service delivery status
Manage day-to-day administration of customer contracts
Coordinate contract modifications
Monitor and manage commercial matters
Maintain accurate documentation of customer commitments
and coordinate resolution of risks
Facilitate timely escalation and decision-making
Ensure operational and contractual risks are surfaced
Coordinate mitigation plans
Partner with Customer Success
Professional Services
Coordinate operational handoffs
Help maintain alignment between operating model and execution
Ensure customer-facing teams understand commitments
Maintain clear and organized documentation
Track and manage key action items
Support operational consistency and governance discipline
Prepare executive-level summaries
How You'll Work.
Team & Collaboration
Cross-functional teams; Customer Success; Professional Services; Support; Product; Finance; Legal; Executive stakeholders; Customer counterparts; Internal 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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