Real estate, re-imagined.
Service Delivery Director
Location
United States
Posted
18 days ago
Salary
$145K - $165K / year
Seniority
Lead
Job Description
Service Delivery Director
Lone Wolf Technologies
• 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. • 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. • 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. • 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. • 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.
Job Requirements
- 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.
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