Service Delivery Director

🕒 Maio 19

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $145.000 - $165.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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Lone Wolf Technologies

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 1993

🏠 Imobiliário

☁️ SaaS

🛍️ Comércio Eletrônico

Real Estate • SaaS • eCommerce

A Lone Wolf Technologies é um provedor líder de soluções de software para o setor imobiliário. Sua plataforma, conhecida como Lone Wolf Foundation, é uma solução completa projetada para ajudar profissionais do setor imobiliário como agentes, corretores e MLSs a gerenciar vários aspectos de seus negócios de forma eficiente. As ofertas de produtos da empresa incluem publicidade digital, análises, ferramentas de back office, CRM, eSignature, intranet e mais, todas voltadas para otimizar fluxos de trabalho de transações, interações com clientes e gestão de negócios. A Lone Wolf Technologies se concentra na integração de ferramentas digitais para melhorar a eficiência operacional dos profissionais do setor imobiliário em toda a América do Norte.

Descrição

• Serve as the primary business contact and relationship lead for assigned strategic customer engagements. • Establish and maintain strong working relationships with customer stakeholders, including executive sponsors, operational leaders, and cross-functional partners. • Support and facilitate customer governance forums, including executive business reviews, operational governance meetings, escalation calls, and Steering Committee sessions. • Ensure alignment between customer expectations, contractual commitments, and internal operating teams. • Drive proactive communication regarding service delivery status, risks, decisions, timelines, and dependencies. • Manage day-to-day administration of customer contracts, including obligations, deliverables, commitments, renewals, milestones, service levels, and key contractual dates. • Coordinate contract modifications, scope adjustments, approvals, and related documentation with internal stakeholders and customer counterparts. • Monitor and manage commercial matters including change requests, service impacts, scope clarification, financial implications, and contract compliance. • Partner with Legal, Finance, Customer Success, and operational teams to ensure contractual and commercial alignment. • Maintain accurate documentation of customer commitments, approvals, obligations, and operational dependencies. • Identify, monitor, and coordinate resolution of risks, issues, blockers, dependencies, and service delivery concerns. • Facilitate timely escalation and cross-functional decision-making when customer delivery, timelines, scope, cost, or customer satisfaction are impacted. • Ensure operational and contractual risks are surfaced early and managed proactively. • Coordinate mitigation plans and ensure accountability for follow-through across internal and external stakeholders. • Partner with Customer Success, Professional Services, Support, Product, Finance, Legal, and executive teams to ensure alignment on customer responsibilities and delivery expectations. • Coordinate operational handoffs, ownership clarity, communication paths, and governance structures across teams. • Help maintain alignment between the agreed operating model and actual execution. • Ensure customer-facing teams understand commitments, service expectations, escalation paths, and contractual responsibilities. • Maintain clear and organized documentation related to customer governance, decisions, approvals, risks, actions, changes, and contractual commitments. • Track and manage key action items, dependencies, milestones, and follow-ups across multiple stakeholder groups. • Support operational consistency and governance discipline across strategic customer engagements. • Prepare executive-level summaries, governance materials, and customer communications as needed.

🎯 Requisitos

• Bachelor’s degree in Business, Technology, Operations, or related field preferred. • 7+ years of experience in Service Delivery, Customer Success, Strategic Account Management, Professional Services, Contract Management, or related customer-facing operational roles. • Strong understanding of SaaS, enterprise software, managed services, or technology delivery environments. • Experience managing executive customer relationships and participating in governance, escalation, or Steering Committee meetings. • Ability to interpret contractual obligations and coordinate operational execution against customer commitments. • Strong commercial acumen, including understanding of scope management, change requests, approvals, financial impacts, and operational risk management. • Excellent written, verbal, and executive-level communication skills. • Strong organizational and operational discipline with the ability to manage multiple priorities and stakeholders simultaneously. • Demonstrated ability to influence cross-functional teams and drive accountability without direct management authority. • Experience working in highly matrixed and fast-paced environments preferred.