Director Delivery Services

Role Overview

We are seeking an experienced Delivery Director – Infrastructure & Cloud Management to lead the operational execution of the ICM delivery portfolio.

The role will oversee all ICM projects, engagements and delivery PODs and will be responsible for delivery health, SLA/KPI performance, financial performance, resource management, customer escalations and continuous service improvement.

The Delivery Director will work closely with the COE Head, Practice organization, Pod Leads and federated SMEs to ensure that engagements are delivered predictably, profitably and at the required level of quality.

Key Responsibilities

• Lead delivery governance across all ICM engagements and PODs.
• Own portfolio-level delivery health and RAG governance.
• Monitor SLA, KPI and contractual performance.
• Manage delivery risks, issues and customer escalations.
• Govern project financials, margins, utilization and productivity.
• Own staffing, capacity planning and resource ramp-up/ramp-down.
• Drive consistent transition and service-establishment practices.
• Ensure successful handover from Solution Owner to steady-state Delivery.
• Govern Delivery Managers and Pod Leads.
• Drive service improvement, automation and operational excellence.
• Ensure adherence to quality, compliance and customer-governance standards.
• Identify delivery proof points, reusable assets and improvement opportunities for the COE.
• Support renewals, expansions and account-growth opportunities with delivery insights.
• Provide delivery estimates and feasibility inputs into pursuits and proposals.

Required Experience & Qualifications

• 15–20 years of experience in infrastructure, cloud or managed-services delivery.
• Significant experience managing multi-account or multi-project delivery portfolios.
• Strong Infrastructure and Cloud Operations background.
• Proven management of SLA/KPI-driven managed-services engagements.
• Experience managing delivery financials, margins and utilization.
• Strong workforce and capacity-management experience.
• Experience handling senior customer escalations.
• Proven experience leading Delivery Managers, Pod Leads and technical teams.
• Strong transition and service-establishment experience.
• Experience driving automation, productivity and service improvement.
• Strong understanding of global delivery models.

Preferred Experience

AWS / Azure / GCP / OCI | Cloud Managed Services | Infrastructure Operations | SRE / Observability | IT Resilience | Security Operations | DB & Application Operations | ITIL / Service Management | AIOps / Automation

Recruiter Screening Focus

• Size and complexity of portfolios personally managed.
• Number of customers, projects and FTEs managed.
• Revenue or delivery P&L responsibility.
• SLA and customer-satisfaction performance.
• Margin and utilization improvements delivered.
• Major escalations successfully recovered.
• Service transitions personally led.
• Automation/productivity improvements implemented.

Ideal Candidate Profile

A strong managed-services delivery leader who can run the portfolio, govern the PODs, protect customer outcomes and continuously improve delivery performance.