Senior Director of Cloud Services

• Lead high-priority client escalations and difficult conversations with professionalism, transparency, and a focus on practical resolution and long-term relationship health.
• Ensure client commitments are understood across delivery teams and that engagement decisions, tradeoffs, status, and next steps are communicated clearly and consistently.
• Oversee and ensure mechanisms exist and are running for evaluating engineering quality, risk management, technical readiness, design quality, implementation quality, and corrective actions for recurring delivery issues, using the standards approved by Cloud Services leadership.
• Oversee and ensure mechanisms exist for the team in defining engineering standards for architecture, engineering, and operational readiness. You will own goverance and oversight of the delivery teams implementation and adoption of those approved standards across the teams, in collaboration with your direct reports and other delivery operational teams.
• Oversee, establish or update, operational mechanisms with delivery operations and resource management teams on backlog management, prioritization, dependency, work-in-progress, and recovery practices across our project. Provide standards, oversight, and collaboration amongst the teams to high-light concerns, address risks and mitigations, and recommended next steps.

• Ensure governance standards are defined and tracked for technical and delivery leadership across cloud services engagements, promoting practical standards, reusable approaches, strong documentation, and continuous improvement.
• Oversee mechanisms for rollout and ongoing maintance of training, new-hire enablement, role-based onboarding, career and growth pathways, promotion readiness, performance expectations, and succession coverage for all members on the team.
• Provide oversight for established technical qualification, onboarding, work allocation, quality review, and performance expectations for subcontractors and delivery partners
• When applicable serve as the accountable Delivery leader for customer and internal escalations involving quality, delivery delays, architecture or implementation risk, performance, or unmet contractual commitments.
• Work with cross-functional teams (e.g., Delivery Ops, Resource mgmt., Delivery teams, etc) to define client management methodologies, escalation tracking, CSAT issue governance and tracking, QBR governance and tracking, and transition conversations; coordinate the right leader for action item, follow through, and recovery actions.
• Oversee and provide guidance to delivery leaders on accurate internal tracking of engineering commitments, effort, status, risks, dependencies, resource needs, and recovery actions across engagements.
• Join client, sales, QBR, workshop, transition, and escalation conversations when technical authority is required; assign the appropriate technical leader instead of becoming the default owner of every issue.
• Create repeatable systems that reduce dependency on individual experts and move lower-level delivery friction to the appropriate engineering leader.
• Provide executive-level briefings, helping leadership teams understand risk, issues, and mitigations.
• Establish key performance indicators (KPIs) to measure measure customer success, operational excellance, and delivery quality.

 

• Lead through influence across delivery teams, delivery operations, and other partners to coordinate integrated solutions and deliver on client commitments.
• Ensure mechanisms exist and are adhered to for quality management, coaching for teams on client engagement, scoping, communication, accountability, and delivery practices; provide feedback and escalation support that improve performance and strengthen the Cloud Services organization.
• Work with Delivery Operations, RDM, PMO, and Offering Management to implement their approved requirements, controls, and systems within Cloud Services.
• Provide oversight and governance for tracking engineering demand, skills, capacity, staffing, utilization, subcontractor, dependency, and delivery-readiness inputs to RDM, Delivery Operations, and PMO.
• Oversee delivery inputs to cross-functional teams (e.g., Offering Management, Sales, and the Cloud Services leadership) for service readiness, scope, staffing, effort, assumptions, dependencies, and pricing feasibility.

Relevant certifications in cloud platforms (AWS, Azure, GCP), IT service management (ITIL), or related disciplines are preferred

Bachelor’s degree (four-year college or university) or equivalent combination of education and work experience.