Ortiz Property Group @ REAL Broker

Service Delivery Director

Ortiz Property Group @ REAL Broker

full-time

Posted on:

Location Type: Hybrid

Location: Denver • California • Colorado • United States

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Salary

💰 $180,000 - $220,000 per year

Job Level

Lead

About the role

  • Own, manage, and deliver all assigned customer engagements from initial scoping during the sales prospecting phase, through any subsequent onboarding phases, with a handoff to Customer Success and Support.
  • Lead Professional Services delivery teams: Project Managers, Technical Solution Engineers, Solutions Consultants and other applicable roles.
  • Responsible for all engagement staffing assignments, allocations, time tracking, Project Management adherence to best practices, delivery strategy, customer facing management and escalations.
  • Responsible for management of all time, scope, and budget expectations for each engagement
  • Partner with Sales to support pre-sales activities, including creating implementation plans, presenting implementation approaches, scoping, pricing and drafting SOWs.
  • Lead, and own, key process areas through design and implementation of scalable frameworks, tools, best practices.
  • Drive initiatives that advance operational maturity across the delivery organization.
  • Lead a cross-functional team by setting clear expectations, building community, and inspiring excellence.
  • Drive team culture and performance through coaching, career development, and balancing skills to meet business needs.
  • Ensure governance and quality by adhering to best practices and managing portfolio risks.
  • Serve as the senior escalation point for complex project challenges, ensuring clear communication, strategic alignment and timely resolution to maintain customer satisfaction.
  • Collaborate with cross-functional partners to identify at-risk customers and address implementation needs.

Requirements

  • 10+ years experience in project/program management, ensuring software delivery excellence: on time, on budget, in scope, navigating complex organizational dynamics.
  • Demonstrated excellence in both internal and external (customer-facing) verbal and written communication.
  • System integration partner and contract staffing management experience
  • Extensive knowledge of SaaS delivery product delivery and operations, with the ability to translate technical solutions into business outcomes.
  • Demonstrated ability to lead and manage cross-functional teams, fostering growth, accountability, and collaboration.
  • Consulting background with a focus on driving value for clients and aligning solutions with their objectives.
  • Exceptional facilitation skills to guide teams and customers through complex, sometimes challenging, discussions and decision-making processes.
  • Outstanding presentation and communication skills, with the ability to engage audiences at all organizational levels.
  • Structured and well-organized work cadence with comfort tackling complexity and ambiguity
  • A strong track record of problem solving and a “roll up your sleeves” mentality.
Benefits
  • Medical - Cigna plans with 100% employer paid premiums on 2 plan options
  • Dental - 100% paid premium plan for you and your dependants
  • Vision - 100% paid premium plan for you and your dependants
  • Employee Assistance Plan
  • 401(k) retirement savings plan
  • HSA employer contributions
  • Flexible PTO
  • 12 paid holidays per year
  • 12 weeks parental leave w/generous return to work stipend
Applicant Tracking System Keywords

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

Hard Skills & Tools
project managementprogram managementSaaS deliverysystem integrationcontract staffing managementimplementation planningscope managementbudget managementtime trackingrisk management
Soft Skills
verbal communicationwritten communicationteam leadershipcoachingcollaborationfacilitationproblem solvingorganizational skillscustomer engagementstrategic alignment