Staff Engineer
GotPhoto.com | fotograf.de
ERP
Director, Service Delivery
Mainshares
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Lead
Tech Stack
ERPITSM
About the role
- Provide direction and oversight for all service delivery engagements to ensure quality and contractual obligations are met.
- Serve as the highest executive point of contact for key clients, fostering trust and ensuring client satisfaction and retention.
- Define and implement standardized processes and frameworks to enhance efficiency and scalability.
- Establish and monitor key performance indicators (KPIs) to measure service effectiveness, client satisfaction, and profitability.
- Lead, coach, and develop service delivery managers and distributed teams, cultivating a culture of collaboration and accountability.
- Partner with sales, operations, and leadership to align service delivery with strategic business objectives.
- Proactively identify and address risks and escalations to protect client relationships and ensure successful service outcomes.
- Provide timely reporting and forecasting on service performance, client satisfaction, and financial impact to senior leadership.
- Drive continuous improvement, innovation, and process optimization to strengthen organizational capabilities and client value.
- Manage client relationships, oversee operational governance including SLA/OLA management, and ensure operational excellence.
Requirements
- A bachelor's degree in a related field is required, with a master's degree preferred.
- Minimum of 10 years of experience in service delivery or operations management, including at least 5 years in a leadership capacity.
- Proven track record in managing enterprise-level service delivery, technology, or consulting engagements.
- Strong understanding of IT service management (ITSM), ERP, SaaS, or technology-driven service models.
- Expertise in SLA/OLA management, operational governance, and client success strategies.
- Exceptional leadership, communication, and stakeholder management skills.
- Stable, high-speed internet connection for daily responsibilities, virtual meetings, and accessing enterprise systems.
- Ability to work standard U.S. business hours and flexibility to collaborate with stakeholders in U.S. Central and Pacific Time zones.
- Must be located in the United States, Canada, or Mexico (remote within those countries).
- Resume required (application form requests Name, Email, Phone Number, Resume).
