Service Delivery Director

The Cloud Service Delivery Director is accountable for the strategic and operational delivery of cloud-based managed services for financial software clients. This role ensures that all client services are delivered efficiently, effectively, and in alignment with Service Level Agreements (SLAs). Operating as a senior leader, the role oversees multi‑cloud service operations, drives service governance, manages executive‑level client relationships, and ensures adherence to stringent regulatory, security, and operational resilience requirements.

Key Responsibilities

• Oversee the end‑to‑end delivery of services, ensuring adherence to SLAs and timely resolution of issues.
• Serve as the primary point of contact, maintaining client communication and managing expectations.
• Oversee performance, capacity, monitoring, and automation across cloud environments.
• Track KPIs, compile performance reports, share updates with stakeholders, and escalate service gaps.
• Identify inefficiencies, conduct root‑cause analysis, and implement corrective/continuous improvement initiatives.
• Maintain compliance with internal policies, industry standards, and required regulations like PCI‑DSS, GDPR, ISO standards, SOC frameworks.
• Lead and coordinate internal teams and external vendors to ensure resource allocation and quality outcomes.
• Manage critical service incidents and escalations, ensuring appropriate communication and rapid resolution.
• Monitor budgets, control service delivery costs, and forecast resource needs.
• Conduct regular service reviews with clients and implement SLA governance and quality assurance frameworks.

Qualifications & Skills

• Bachelor’s degree (Master’s preferred) in business, IT, or related field.
• Professional certifications: ITIL v4, PMP/PRINCE2, Cloud certifications (AWS/Azure/GCP).
• 7‑10+ years in cloud service delivery, operations, or technical program leadership.
• Fintech or regulated environment experience preferred.
• Multi‑cloud expertise, IAM, DR/BCP, automation, CI/CD, security frameworks.
• Deep familiarity with service management frameworks (like ITIL) and delivery methodologies.
• Strong analytical capabilities to report on KPIs, budgets, and performance trends.
• Proficiency with project management tools and systems.
• Strong communicator capable of managing stakeholder relationships and client interactions.
• Demonstrates strong leadership; able to motivate teams and manage cross‑functional dynamics.
• Proactive problem‑solver with escalation and conflict management abilities.
• Customer‑centric mindset focused on delivering value and high satisfaction.

EEO Statement

We welcome talent from all walks of life and encourage applications from individuals of all genders, races, ages, abilities, identities, and beliefs.