Service Delivery Director
Quick Summary
The Service Delivery Director is a senior individual contributor responsible for serving as the primary business relationship and contract management lead for assigned strategic customer engagements.
The Service Delivery Director is a senior individual contributor responsible for serving as the primary business relationship and contract management lead for assigned strategic customer engagements. This role acts as the central point of accountability for maintaining alignment between the customer and the company, ensuring contractual commitments are understood and managed, and coordinating the operational, commercial, and governance activities required to support successful service delivery.
This role does not have direct people management responsibilities. Instead, the Service Delivery Director works cross-functionally with Customer Success, Professional Services, Support, Product, Finance, Legal, Revenue Operations, and executive stakeholders to ensure customer obligations, risks, dependencies, decisions, change requests, and commercial matters are proactively managed and clearly communicated.
The ideal candidate is a highly organized, commercially aware service delivery professional with strong executive presence, exceptional communication skills, and the ability to influence cross-functional teams without direct authority.
- 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.
Location & Eligibility
Listing Details
- Posted
- May 19, 2026
- First seen
- May 20, 2026
- Last seen
- May 20, 2026
Posting Health
- Days active
- 0
- Repost count
- 0
- Trust Level
- 80%
- Scored at
- May 20, 2026
Signal breakdown
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