Job
Description
We are looking for a highly motivated and experienced Delivery Director to oversee and optimize the delivery of software services to our clients. This role ensures exceptional service performance, client satisfaction, and operational excellence across all delivery functions. 1. Service Delivery Management Lead end-to-end delivery of software services across client engagements. Ensure all services meet or exceed agreed SLAs, KPIs, and client expectations. Implement service delivery best practices to ensure consistent and scalable execution. Define and track performance metrics to drive service excellence. 2. Client & Stakeholder Engagement Serve as the primary point of contact for client delivery issues and escalations. Build and nurture strong client relationships through proactive communication. Manage expectations, report on service performance, and present delivery insights to stakeholders. Collaborate with Sales, Account Management, and Support teams to ensure alignment. 3. Team Leadership & People Management Lead and mentor a team of service delivery managers, engineers, or technical leads. Drive team development through training, coaching, and performance management. Plan resource allocation to meet current and future demand. Promote a high-performance culture of accountability, ownership, and collaboration. 4. Continuous Improvement & Innovation Identify and implement improvements to processes, tools, and delivery frameworks. Conduct root cause analyses on recurring issues and drive corrective actions. Leverage client feedback and internal insights to enhance service quality. Stay current with technology trends and delivery methodologies to keep offerings competitive. 5. Technical Oversight & Process Governance Work closely with Engineering, QA, DevOps, and Support to ensure cohesive delivery. Oversee incident and problem management, ensuring timely resolution and communication. Establish governance models for monitoring service quality, change control, and compliance. Support software release planning and ensure alignment with client impact and readiness. 6. Strategic Planning & Reporting Contribute to long-term delivery strategy, budget planning, and resource forecasting. Report on delivery performance, operational metrics, and improvement initiatives to leadership. Drive delivery-related initiatives that align with business goals and client success. Qualifications & Skills Bachelors or Masters in Computer Science, Information Systems, or related field. 20 years in software service delivery or IT management, with at least 5 years in a leadership role. Strong understanding of SDLC, Agile/DevOps practices, and cloud computing environments. Exceptional communication, client engagement, and stakeholder management skills. Familiarity with ITIL practices; certifications like ITIL, PMP, or Scrum Master are advantageous. Led teams of around 100
