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Director, Service Delivery at Mainshares. Remote Location: Remote - United States. Position Summary. We are seeking a highly experienced Director of Service Delivery to lead our client service delivery organization and ensure operational excellence across all engagements. This pivotal role is responsible for optimizing the end-to-end delivery of services, upholding customer satisfaction, and aligning delivery outcomes with broader business objectives.. The Director will be both a strategic thinker and a hands-on leader, capable of driving service quality, scalability, and profitability in a dynamic environment. The ideal candidate will thrive on accountability, demonstrate a strong bias for action, and bring a consultative yet decisive leadership style to distributed teams.. This is a remote position (United States, Canada, or Mexico) with occasional travel to client sites for key meetings and relationship building.. Key Responsibilities. Service Delivery Leadership. Provide direction, governance, and oversight for all service delivery functions, ensuring engagements consistently meet or exceed contractual and quality commitments.. Own the full customer lifecycle from onboarding to delivery execution and ongoing success.. Champion service delivery excellence by creating repeatable, scalable processes.. Client Relationship Management. Serve as the senior executive point of contact for strategic clients, ensuring trusted advisor status.. Monitor client satisfaction, proactively address concerns, and ensure retention and growth.. Partner with account management and sales teams to identify expansion opportunities.. Operational Excellence & Governance. Define and implement standardized operating frameworks, policies, and best practices.. Ensure compliance with Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and internal governance standards.. Drive automation and tooling initiatives to improve efficiency. . Performance & Financial Management. Establish, monitor, and report on key performance indicators (KPIs), including delivery efficiency, client satisfaction (CSAT/NPS), and financial metrics (margin, utilization, revenue).. Oversee resource planning, demand forecasting, and cost management to ensure sustainable operations.. Team Development & Leadership. Lead, coach, and mentor service delivery managers, project leads, and functional teams.. Foster a high-performance culture grounded in accountability, transparency, and collaboration.. Promote diversity, equity, and inclusion within the organization.. Risk, Issue & Escalation Management. Proactively identify delivery risks, implement mitigation strategies, and lead executive escalations with professionalism and urgency.. Maintain business continuity and disaster recovery readiness for service delivery functions.. Continuous Improvement & Innovation. Champion a culture of innovation and process optimization.. Introduce emerging methodologies, frameworks (e.g., ITIL, Agile/Scaled Agile), and automation technologies to improve delivery quality and speed.. Benchmark performance against industry best practices and competitors.. Qualifications & Experience. Bachelor’s degree in Business, Information Technology, or related field; Master’s degree preferred.. 10+ years of progressive experience in service delivery, operations, or consulting, with 5+ years in a senior leadership role.. Proven success managing enterprise-level service delivery in IT services, ERP, SaaS, or technology-enabled environments.. Deep knowledge of IT Service Management (ITSM) frameworks (ITIL certification strongly preferred).. Experience with ERP/enterprise software implementation and managed services highly desirable.. Demonstrated expertise in SLA/OLA management, client success strategies, and operational governance.. Strong financial acumen with experience managing P&L, budgets, and forecasts.. Excellent leadership, communication, and stakeholder management skills, including experience presenting at the executive/C-suite level.. Critical Skills & Attributes. Bias for Action – Strong drive to take initiative and move projects forward decisively.. Strategic Agility – Ability to see the big picture while managing day-to-day delivery.. Accountability – Full ownership of commitments, performance, and outcomes.. Influence & Collaboration – Skilled at building relationships across internal and external stakeholders.. Change Leadership – Comfortable leading through transformation, ambiguity, and organizational growth.. Work Schedule. Full-time, 40 hours per week.. Standard working hours: 8:00 AM – 5:00 PM (with flexibility for U.S. Central and Pacific time zones).. Occasional after-hours availability required for escalations or international collaboration.. Location. Remote (United States, Canada, or Mexico).. Minimal onsite travel required for client kick-offs, executive reviews, or key milestones.