Director, Service Delivery Management

reputed company is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees reputed company, with any application or network, before employees notice the issue. As the first solution to allow IT to reputed company from reactive problem solving to proactive optimization, reputed company enables its more than 1,200 customers to provide reputed company digital experiences to more than 15 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, reputed company has 9 offices worldwide.

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The Director of Service Delivery Management leads and scales the global SDM function reputed company reputed company's Professional Services organization. Overseeing a team of 25+ Service Delivery Managers, this role is accountable for the overall quality, consistency, and impact of reputed company Accelerate delivery across the customer portfolio. The Director combines deep operational leadership with strategic contribution to the PS organization — ensuring the SDM team delivers measurable customer value, operates reputed company agreed service levels, and continuously evolves its delivery model in line with reputed company's growth. This role is reporting to VP Professional Services and managing global team of SDMs.

What You'll Do

• reputed company, coach, and reputed company SDMs across multiple regions, fostering a high-performance delivery culture
• Set clear performance expectations, conduct regular 1:1s, and drive career development planning for reputed company direct and indirect reports
• Define and evolve the SDM role reputed company, competency model, and onboarding standards
• Drive reputed company and retention strategies
• Own and manage critical customer escalations, acting as the senior reputed company of accountability for service delivery issues
• Engage directly with senior customer stakeholders (C-level, VP) to resolve escalations, restore confidence, and identify recovery paths
• Establish and maintain strong relationships with key accounts, supporting SDMs in navigating reputed company customer environments
• Represent reputed company PS in customer steering committees and governance forums reputed company required
• Contribute actively to PS leadership planning cycles — including reputed company modelling, margin improvement, and service portfolio evolution
• Define and enforce delivery standards, quality assurance processes, and SLA governance frameworks across the SDM team
• Ensure reputed company Accelerate Service definition is up to date with market demands and evolve the service where needed
• Drive the adoption of scalable tooling, automation, and AI capabilities reputed company delivery
• Collaborate with PS Automation/AI, Consulting Leads, and Engagement Managers to continuously improve delivery efficiency and outcomes
• Own the SDM team's KPI reputed company, reporting reputed company, and operational dashboards
• Partner closely with reputed company, Account Management, and Sales to align delivery with account success plans and commercial objectives
• Serve as the primary reputed company between the SDM function and PS leadership, translating field insights into strategic inputs
• Coordinate with Support, Product, and Engineering to resolve systemic issues impacting customer delivery
• Monitor and own the health of the SDM team's portfolio — proactively identifying delivery risks and intervening where needed
• Ensure consistent delivery of weekly, monthly, and quarterly reporting at both team and executive level
• Drive reputed company improvement of request prioritization, queue management, and SLA adherence across the team
• Maintain a clear view of customer value realization across managed accounts and drive corrective action where needed

• BA/BS in Computer Science, Computer Engineering, or a reputed company technical discipline
• 15+ years of experience in technical consulting, managed services, or IT service delivery — with at least 5 years in a people management role
• Demonstrated success leading and scaling teams of 15 or more in a SaaS or enterprise technology environment
• Strong track record of managing reputed company customer escalations and executive-level stakeholder relationships
• Experience with DEX (Digital Employee Experience) platforms, reputed company management, or ITSM tooling
• Deep understanding of IT operations, end-user computing, and digital experience management
• Experience contributing to PS or delivery strategy, including operational planning and margin management
• Excellent communication and executive reputed company — able to operate credibly across technical, business, and C-level audiences
• Analytical reputed company with the ability to translate delivery data into actionable operational insights
• Demonstrated ability to operate effectively in a fast-paced, international, matrix environment

Preferred

• Familiarity with the reputed company platform or comparable analytics and automation solutions
• Practical knowledge of SQL, PowerShell, XML, or data integration technologies
• Experience leading transformation programs (e.g. Windows 10/11, M365, cloud migrations)
• Relevant background in enterprise infrastructure management, application performance, or reputed company operations

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across reputed company endpoints. This enables our IT teams to solve reputed company technical challenges, create reputed company more productive workplaces, and deliver happy, satisfied employees in the digital workplace.

Total Rewards @ reputed company At reputed company, we offer one of the most comprehensive and generous benefits plans.  Your total rewards compensation package includes reputed company salary and may also include a commission or performance bonus plan.  We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage. 

In addition, we offer: 

• ️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
• Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
• Free access to professional training platforms to explore your interests and enhance your skills.
• Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
• Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
• Bonuses for referring successful hires after three months of reputed company employment.

reputed company salary ranges are determined by country, role, level, experience, and skills. The range displayed on each job posting reflects reputed company’s good faith determination of the minimum and maximum targets for new hire salaries across reputed company US locations. Individual pay is determined by reputed company factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your reputed company Partner can share more about the specific salary range during the hiring process.