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Service Delivery Director
Service Delivery DirectorConfidential • Boston, MA, US
Service Delivery Director

Service Delivery Director

Confidential • Boston, MA, US
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Job Title : Service Delivery Director

Location : Boston, MA (Hybrid or Onsite)

Department : Customer Operations / Client Success

Reports To : Chief Operating Officer (COO)

About the Company

We are a global B2B SaaS company transforming the way enterprises manage, automate, and optimize their business operations. With customers across North America, Europe, and APAC, we deliver mission-critical software that drives measurable value for some of the world's largest organizations. Our platform is known for reliability, scalability, and exceptional customer experience — and we're looking for a Service Delivery Director to ensure that reputation continues to grow worldwide.

Position Overview

The Service Delivery Director will lead the global post-sales delivery organization, ensuring that our customers consistently achieve successful outcomes through our software and services. This role requires a strategic leader who can scale service delivery operations, improve global processes, and manage a distributed team of delivery managers, implementation consultants, and support engineers.

The ideal candidate has extensive experience in SaaS delivery, customer success operations, and enterprise-level relationship management — with a passion for operational excellence and customer advocacy.

Key Responsibilities

Leadership & Strategy

  • Define and execute the global service delivery strategy aligned with company growth and customer success goals.
  • Lead, mentor, and develop a team of service delivery professionals across regions.
  • Build scalable delivery models that ensure consistent, high-quality implementation and customer support globally.

Customer Engagement

  • Serve as an executive sponsor for key enterprise clients, ensuring high satisfaction, retention, and growth.
  • Oversee successful onboarding, implementation, and adoption programs for new customers.
  • Drive continuous improvement in service levels, communication, and overall customer experience.

    • Operational Excellence

  • Establish and track KPIs for delivery performance, utilization, and customer satisfaction.
  • Collaborate closely with Product, Engineering, and Sales to ensure seamless customer handoffs and issue resolution.
  • Implement best practices for project management, risk mitigation, and change control in customer engagements.
  • Optimize the use of tools, processes, and automation to scale service delivery efficiently.

    • Financial & Commercial Management

  • Manage the global delivery budget, forecasting, and P&L accountability.
  • Support pre-sales efforts by scoping services, defining delivery approaches, and ensuring commercial feasibility.
  • Identify opportunities for service expansion, renewals, and upsell in collaboration with Customer Success and Sales teams.

    • Qualifications

    Required :

  • Experience in SaaS service delivery, implementation, or customer success — including experience in a senior leadership role.
  • Proven experience managing global delivery teams across multiple regions and time zones.
  • Deep understanding of enterprise SaaS models, cloud infrastructure, and service delivery frameworks (e.g., ITIL, ISO).
  • Background in customer-facing roles, with a track record of building trusted client relationships.
  • Excellent analytical, communication, and organizational skills.
  • Bachelor's degree in Business, Computer Science, or a related field.

    • Preferred :

  • Master's degree (MBA or equivalent) a plus.
  • Experience in B2B SaaS environments serving Fortune 1000 or multinational clients.
  • Familiarity with CRM, ERP, or workflow automation platforms.
  • Certifications in ITIL, PMP, or similar service management frameworks.

    • Why Join Us

  • Be part of a high-growth SaaS company with a global footprint and world-class customers.
  • Lead a talented, international team that directly impacts customer success and retention.
  • Competitive compensation, equity participation, and comprehensive benefits.
  • Collaborative, innovative culture that values transparency, customer focus, and operational excellence.

    • How to Apply

    If you're a strategic leader who thrives on delivering measurable impact for customers, we'd love to hear from you. Apply now and help us shape the future of global service delivery.

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    Director Service • Boston, MA, US