Director, Global Service Delivery (EMEA/APAC) - Hands-On

Red Dot Capital Partners; Greater London; On-site; GBP 140,000 - 190,000; Full time

Job summary

CTERA is seeking a highly technical, hands‑on Director of Service Delivery‑ Internationals to lead the Service Delivery organization across EMEA and APAC. You will manage a team of approximately six engineers and remain closely involved in customer delivery and operational execution.

The role reports to the VP of Global Services with a focus on strategic leadership, risk mitigation, and exceptional customer satisfaction through delivery excellence.

Qualifications

• 8+ years of experience in Professional Services or Service Delivery within an enterprise software or SaaS company.
• 3+ years of experience leading technical Service Delivery or Professional Services teams.
• Experience managing teams in a customer-facing technical environment.
• Strong technical background in enterprise infrastructure, hybrid cloud, storage, backup, file services, networking, virtualization, cybersecurity, or related enterprise technologies.
• Proven experience leading complex enterprise customer implementations.
• Experience working with large enterprise customers and understanding enterprise delivery methodologies.
• Experience working in fast‑paced, high‑growth technology companies where adaptability, ownership, and execution are essential.
• Comfortable balancing strategic leadership with day‑to‑day operational involvement.
• Strong project management, organizational, and prioritization skills.
• Exceptional customer‑facing communication and executive presentation skills.
• Proven ability to manage customer escalations and drive successful outcomes.
• Experience building and improving operational processes.
• Hands‑on experience using AI tools such as ChatGPT, Microsoft Copilot, Claude, Gemini, or similar technologies to improve productivity, documentation, reporting, and customer communication.
• Experience leading geographically distributed teams.
• Willingness to travel internationally as required.

Responsibilities

• Lead and mentor the Professional Services team while remaining hand‑on in customer delivery.
• Actively participate in complex implementations, migrations, upgrades, and strategic customer projects.
• Serve as the executive escalation point for critical customer engagements.
• Maintain end‑to‑end visibility across all customer projects, proactively managing risks, blockers, resources, timelines, and customer satisfaction.
• Partner closely with Support, Customer Success, Sales, Product Management, and R&D to ensure successful delivery outcomes.
• Build trusted relationships with enterprise customers and provide strategic guidance throughout the delivery lifecycle.
• Coach engineers on technical and customer‑facing challenges while driving execution excellence.
• Establish and continuously improve scalable delivery processes, governance, methodologies, and implementation standards.
• Track and optimize key delivery metrics, including project success, utilization, CSAT, quality, and time‑to‑value.
• Leverage and promote AI‑driven capabilities to enhance project management, customer communications, documentation, reporting, knowledge sharing, and operational efficiency.
• Develop dashboards and reporting that provide actionable visibility into project status, customer health, delivery performance, and operational metrics.
• Foster a culture of ownership, accountability, collaboration, continuous improvement, and customer‑centricity.

Skills

Enterprise infra

Hybrid cloud

Project management

Executive communication

AI tools usage

Distributed teams

Customer delivery

Job description

CTERA is seeking a highly technical, hands‑on Director of Service Delivery‑ Internationals to lead the Service Delivery organization across EMEA and APAC. You will manage a team of approximately six engineers and remain closely involved in customer delivery and operational execution.

The role reports to the VP of Global Services with a focus on strategic leadership, risk mitigation, and exceptional customer satisfaction through delivery excellence.