Director of Service Delivery

Vaco by Highspring; United States; Remote; USD 120,000 - 150,000; Full time

Job summary

Vaco by Highspring is seeking a Director of Service Delivery to oversee operations for multiple teams and clients. The role encompasses delivery execution, process optimization, and team leadership, aimed at achieving operational excellence. Ideal candidates will have significant experience managing delivery teams, with a focus on client success and operational metrics.

Benefits

Health benefits with low premiums

Access to well-being programs

Paid Time Off and parenting leave

Qualifications

• 10+ years managing complex client engagements.
• Experience in operational delivery and process optimization.
• Strong operational acumen with metrics reporting.

Responsibilities

• Own end-to-end delivery execution; ensure on-time and high-quality outcomes.
• Lead team of delivery managers and set performance standards.
• Collaborate with clients and stakeholders to align on strategic priorities.

Skills

Leadership

Conflict Resolution

Operational Efficiency

Analytical Skills

Project Management

Communication

Problem-solving

Education

Lean Six Sigma certification

PMP certification

Job description

This range is provided by Vaco by Highspring. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$120,000.00/yr - $150,000.00/yr

Direct message the job poster from Vaco by Highspring

Talent Acquisition Specialist @ Highspring

We are seeking a results & data-driven Director of Service Delivery to lead delivery and operations for multiple teams and clients. This role is responsible for ensuring seamless service delivery, operational excellence, and high-impact outcomes across accounts. The ideal candidate is a thinker, doer and operational leader with deep experience in managing delivery teams, optimizing workflows, and driving consistent performance in a fast-paced environment. This is a vendor role with Highspring for a client's team, a Fortune 100 company.

This position is currently remote at our Bay Area, California or Montreal, Canada location. Additional remote opportunities outside of these areas may be available.

Responsibilities:

Operational Delivery & Process Optimization
* Own end-to-end delivery execution, ensuring on-time, on-budget, and high-quality outcomes
* Identify, track and continuously improve KPIs, SLAs, and project health metrics to proactively identify risks and opportunities
* Serve as the escalation point for operational delivery issues, balancing client and internal needs
* Standardize delivery methodologies, workflows, and tools to drive efficiency and scale
* Partner with cross-functional teams (Sales, Recruiting, Finance, etc.) to streamline processes
* Lead continuous improvement efforts to reduce operational friction and improve client satisfaction
* Identify trends and root causes behind delivery issues to inform operational strategies
* Provide leadership with visibility into delivery health, capacity planning, and resource utilization

Team Leadership & Performance
* Lead and mentor a team of delivery managers
* Set clear goals, performance standards, and accountability frameworks for the team
* Drive a culture of ownership, responsiveness, and operational discipline

Client Success & Relationship Management
* Collaborate with client stakeholders to align on goals, timelines, and strategic priorities
* Ensure a consistent and positive client experience by aligning delivery execution with expectations
* Lead contract discussions & renewals

Business Development & Revenue Management
* Serve as a strategic partner to clients, identifying opportunities to expand engagements and provide additional value
* Contribute to business development and expansion efforts via ownership of case studies, RFPs and other sales related activities
* Manage project budgeting and P&L and identify improvement opportunities Director of Service Delivery

Qualifications
* 10+ years of experience managing complex client engagements and delivery/operations teams
* Strong operational acumen - skilled in building metrics based reports, systems, processes, and playbooks
* Ability to translate business objectives into measurable delivery metrics and align teams around performance targets
* Experience managing project revenue and negotiating contracts
* Experience streamlining complex processes and implementing workflows designed to increase efficiency
* Comfortable balancing strategic planning with hands-on execution
* Exceptional leadership, management, conflict resolution and collaboration skills
* Excellent verbal & written communication skills; ability to effectively communicate with and influence multiple partners and stakeholders
*Outstanding problem-solving, critical thinking and analytical skills and experience in applying project management techniques
* Ability to work independently and drive projects to completion with minimal guidance
* Very strong organizational skills with a high attention to detail
* Demonstrated ability to create, analyze and report metrics, including knowledge of intermediate Excel/Google Sheets functions (e.g. vlookups, pivot tables)
* Ability to deal with multiple conflicting priorities and stakeholder issues and driving towards pragmatic decisions/actions
* Prior experience of having supporting Global clients in a fast changing product environment
* Lean Six Sigma, PMP, or other operational certifications Schedule Requirements
* Generally, the schedule is 9am-5pm Monday-Friday, however, as this is a leadership position, the Director will be on call at all times

This Role Offers:
* Full Time (40 hrs/week), salary
* Paid Time off, parenting leave
* Health benefits with low premiums
* Access to a comprehensive well-being program with resources to support physical and mental health: Employee Assistance Program, Live and recorded meditation, Yoga, Webinars, Events, Resilience skill building, and more.

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law, Vaco believes that the following salary range reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure: $120- $150k. The individual may also be eligible for discretionary bonuses.


Desired Skills and Experience

* 10+ years of experience managing complex client engagements and delivery/operations teams * Strong operational acumen - skilled in building metrics based reports, systems, processes, and playbooks
* Ability to translate business objectives into measurable delivery metrics and align teams around performance targets
* Experience managing project revenue and negotiating contracts
* Experience streamlining complex processes and implementing workflows designed to increase efficiency
* Comfortable balancing strategic planning with hands-on execution
* Exceptional leadership, management, conflict resolution and collaboration skills
* Excellent verbal & written communication skills; ability to effectively communicate with and influence multiple partners and stakeholders
* Outstanding problem-solving, critical thinking and analytical skills and experience in applying project management techniques
* Ability to work independently and drive projects to completion with minimal guidance
* Very strong organizational skills with a high attention to detail
* Demonstrated ability to create, analyze and report metrics, including knowledge of intermediate Excel/Google Sheets functions (e.g. vlookups, pivot tables)
* Ability to deal with multiple conflicting priorities and stakeholder issues and driving towards pragmatic decisions/actions
* Prior experience of having supporting Global clients in a fast changing product environment
* Lean Six Sigma, PMP, or other operational certifications

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development, Management, and Project Management

• Industries

  Data Infrastructure and Analytics, Technology, Information and Internet, and Technology, Information and Media

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