Service Delivery Director

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, including obligations, deliverables, commitments, renewals, milestones, service levels, and key contractual dates.


• Coordinate contract modifications, scope adjustments, approvals, and related documentation with internal stakeholders and customer counterparts.


• Monitor and manage commercial matters including change requests, service impacts, scope clarification, financial implications, and contract compliance.


• Partner with Legal, Finance, Customer Success, and operational teams to ensure contractual and commercial alignment.


• Maintain accurate documentation of customer commitments, approvals, obligations, and operational dependencies.

Risk, Issue & Escalation Management

• Identify, monitor, and coordinate resolution of risks, issues, blockers, dependencies, and service delivery concerns.


• Facilitate timely escalation and cross-functional decision-making when customer delivery, timelines, scope, cost, or customer satisfaction are impacted.


• Ensure operational and contractual risks are surfaced early and managed proactively.


• Coordinate mitigation plans and ensure accountability for follow-through across internal and external stakeholders.

Cross-Functional Operational Coordination

• Partner with Customer Success, Professional Services, Support, Product, Finance, Legal, and executive teams to ensure alignment on customer responsibilities and delivery expectations.


• Coordinate operational handoffs, ownership clarity, communication paths, and governance structures across teams.


• Help maintain alignment between the agreed operating model and actual execution.


• Ensure customer-facing teams understand commitments, service expectations, escalation paths, and contractual responsibilities.

Documentation & Operational Discipline

• Maintain clear and organized documentation related to customer governance, decisions, approvals, risks, actions, changes, and contractual commitments.


• Track and manage key action items, dependencies, milestones, and follow-ups across multiple stakeholder groups.


• Support operational consistency and governance discipline across strategic customer engagements.


• Prepare executive-level summaries, governance materials, and customer communications as needed.

• Bachelor’s degree in Business, Technology, Operations, or related field preferred.


• 7+ years of experience in Service Delivery, Customer Success, Strategic Account Management, Professional Services, Contract Management, or related customer-facing operational roles.


• Strong understanding of SaaS, enterprise software, managed services, or technology delivery environments.


• Experience managing executive customer relationships and participating in governance, escalation, or Steering Committee meetings.


• Ability to interpret contractual obligations and coordinate operational execution against customer commitments.


• Strong commercial acumen, including understanding of scope management, change requests, approvals, financial impacts, and operational risk management.


• Excellent written, verbal, and executive-level communication skills.


• Strong organizational and operational discipline with the ability to manage multiple priorities and stakeholders simultaneously.


• Demonstrated ability to influence cross-functional teams and drive accountability without direct management authority.


• Experience working in highly matrixed and fast-paced environments preferred.