Service Delivery Director

ERPA

. Oversee assigned accounts to ensure contractual commitments, agreed scope, service levels, and customer expectations are met .

Posted 11/4/2026full-timeRemote • Ohio • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing IT service delivery, customer engagements, and operational efficiencies while ensuring alignment with business objectives. Proficient in developing RFP responses, managing service levels, and fostering strong customer relationships.

Highest-signal resume keywords

Service Delivery ManagementCustomer Relationship ManagementRFP DevelopmentCloud Infrastructure ManagementIT Service Management Practices

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Level ManagementBudget ManagementResource PlanningDelivery Risk ManagementProposal DevelopmentStatement of Work (SOW) DevelopmentProject DeliveryContinuous ImprovementAutomationGovernance Structures

Soft Skills

Executive CommunicationNegotiation SkillsEscalation ManagementCustomer Satisfaction MeasurementStakeholder Engagement

Industry Keywords

IT ServicesManaged ServicesCloud InfrastructureEnterprise ApplicationsMultidisciplinary TeamsOnshore/Offshore Delivery ModelsOperational ReadinessService ReviewsQuarterly Business ReviewsKnowledge Management

Tech Stack

Tools & technologies

CloudITSM

About the role

Key responsibilities & impact

Oversee assigned accounts to ensure contractual commitments, agreed scope, service levels, and customer expectations are met
Lead delivery using cloud, infrastructure, application, database, and project teams
Monitor service performance, resource utilization, budgets, and engagement profitability; implement corrective actions
Oversee major incidents and critical delivery issues, including escalation, customer communication, root cause analysis, and corrective actions
Govern service transitions, project milestones, and operational readiness
Drive continuous improvement through automation, knowledge management, standardized processes, and operational efficiencies
Build trusted relationships with customer executives, IT leaders, and business stakeholders
Lead governance meetings, service reviews, and Quarterly Business Reviews
Align delivery priorities and service improvement plans with customer business objectives and technology roadmaps
Measure customer satisfaction through NPS, feedback, and service reviews; own improvement actions
Partner with Account Executives on renewals, extensions, and service expansion opportunities
Manage customer expectations and resolve scope, priority, resource, and delivery commitment issues
Lead delivery and solution components of RFP/RFI responses
Translate customer requirements into delivery approaches, staffing models, transition plans, governance structures, and measurable outcomes
Develop and review Statements of Work covering scope, deliverables, responsibilities, assumptions, dependencies, exclusions, timelines, service levels, and acceptance criteria
Partner with Sales, solution architects, Finance, and practice leadership on estimates, pricing inputs, and engagement models
Assess commitments for feasibility, resource availability, delivery risk, and contractual alignment
Participate in customer presentations, solution discussions, and scope negotiations
Ensure complete sales-to-delivery handoffs
Oversee change requests and SOW amendments

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience
12+ years of experience in IT services, including 5+ years leading service delivery and customer engagements
Experience managing multiple accounts, multidisciplinary teams, and onshore/offshore delivery models
Experience leading managed services or project delivery in cloud infrastructure, enterprise applications, or related technology services
Ability to manage service levels, budgets, resource plans, delivery risks, and engagement profitability
Hands-on experience developing RFP responses, proposals, estimates, and SOWs
Strong executive communication, customer relationship management, negotiation, and escalation management skills
Working knowledge of IT service management practices and structured service governance
Must be legally authorized to work in the United States on a full-time basis
Must not require employment visa sponsorship now or in the future
Successful completion of pre-employment drug screen and background investigation

Benefits

Comp & perks

Full-time employment
Equal opportunity employment
Substance-free and tobacco-free workplace
Pre-employment drug screen and background investigation, including reference checks, criminal background investigation, and applicable licensing verification
E-Verify employment eligibility verification