appNovi, Inc (A Fenix24 Company)

Director of Enterprise Service Delivery

appNovi, Inc (A Fenix24 Company)

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Lead

Tech Stack

Cyber SecurityServiceNowSwift

About the role

  • Deliver white-glove service to enterprise customers, ensuring consistency and quality that drives retention and advocacy.
  • Serve as the senior executive escalation point for enterprise clients, ensuring swift resolution of issues and proactive engagement.
  • Oversee day-to-day enterprise service operations, ensuring adherence to SLAs, KPIs, and contractual requirements.
  • Champion a culture of continuous improvement across service delivery, using data to drive improvements.
  • Ensure delivery teams proactively anticipate client needs, resolve escalations, and identify opportunities to add value.
  • Work with Sales Engineering and pricing teams to ensure that service delivery cost data and budget variances are factored into pricing calculators and proposals.
  • Monitor and report on delivery budgets, proactively flagging risks and cost overruns.
  • Partner closely with Product teams to communicate delivery challenges related to product feature gaps, documentation, and required enhancements.
  • Partner with sales, account management, and product teams to support renewals, upsells, and solution expansion.
  • Contribute to strategic planning by identifying operational trends, opportunities for automation, and areas for efficiency gains.

Requirements

  • Bachelor’s degree in Business, Information Technology, Cybersecurity, or related field.
  • 10+ years of progressive leadership experience in service delivery and enterprise client management.
  • Demonstrated ability to lead global, cross-functional teams in a matrixed environment.
  • Strong experience in managed services delivery models, including backup, firewall, endpoint, advisory services, SLAs, ticketing systems, and client onboarding processes.
  • Experience partnering with Product and Sales Engineering teams to influence roadmaps and pricing models
  • Strong track record of building client relationships at the executive level and driving measurable improvements in satisfaction and retention.
  • Deep knowledge of service delivery frameworks (ITIL) and enterprise-level operations.
  • Experience tracking and reporting delivery and performance metrics.
  • Strong understanding of ITIL practices, service management tools (e.g., ServiceNow, ConnectWise), and SLAs/KPIs
Benefits
  • Internal and external learning & development opportunities, including career advancement
  • Competitive compensation & benefits including: Private health insurance
  • Mental health and wellness programs
  • Company-matched pension scheme
  • Life insurance and income protection insurance
  • Monthly fitness/gym membership allowance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
service deliverymanaged services deliverybackupfirewallendpoint servicesadvisory servicesSLAsticketing systemsclient onboarding processesperformance metrics
Soft skills
leadershipclient relationship managementcross-functional team leadershipstrategic planningproblem resolutionproactive engagementcontinuous improvementcommunicationdata-driven decision makingrisk management