Service Delivery Director

Customer Relationship & Governance Management:

• Serve as the primary business contact and relationship lead for assigned strategic customer engagements.
• Support and facilitate customer governance forums, including executive business reviews and operational governance meetings.
• Drive proactive communication regarding service delivery status, risks, decisions, timelines, and dependencies.

Contract & Commercial Management:

• Manage day-to-day administration of customer contracts, including obligations and deliverables.
• Coordinate contract modifications, scope adjustments, and related documentation with internal stakeholders.
• Maintain accurate documentation of customer commitments, approvals, and operational dependencies.

Risk, Issue & Escalation Management:

• Identify, monitor, and coordinate resolution of risks, issues, blockers, and dependencies.
• Facilitate timely escalation and cross-functional decision-making when customer satisfaction is impacted.
• Coordinate mitigation plans and ensure accountability for follow-through across internal and external stakeholders.