Director of Service Delivery

Job Summary

A company is looking for a Director of Service Delivery to lead its Support Engineering and Field Service Engineering functions.

Key Responsibilities

• Provide strategic direction and operational leadership for the Service Delivery organization
• Oversee daily support operations and establish escalation paths for timely issue resolution
• Serve as a senior point of contact for escalated client concerns and drive product improvements based on client feedback

Required Qualifications

• 8+ years of experience in service delivery or technical support, including 3+ years in leadership
• Proven experience managing service delivery or support engineering teams in a technology-driven environment
• Deep expertise with service desk ticketing systems and ITIL frameworks
• Strong understanding of enterprise software environments, including Windows and cloud-based applications
• Demonstrated success in driving process improvements and enhancing customer experience