Service Delivery Director

Job not on LinkedIn

🕒 May 19

🇺🇸 United States – Remote

💵 $145k - $165k / year

⏰ Full Time

🔴 Lead

👔 Director

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Lone Wolf Technologies

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1993

🏠 Real Estate

☁️ SaaS

🛍️ eCommerce

Real Estate • SaaS • eCommerce

Lone Wolf Technologies is a leading provider of software solutions for the real estate industry. Their platform, known as the Lone Wolf Foundation, is an end-to-end solution designed to help real estate professionals like agents, brokers, and MLSs manage various aspects of their business efficiently. The company's product offerings include digital advertising, analytics, back office tools, CRM, eSignature, intranet, and more, all aimed at optimizing transaction workflows, client interactions, and business management. Lone Wolf Technologies focuses on integrating digital tools to enhance the operational efficiency of real estate practitioners across North America.

📋 Description

• 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.

🎯 Requirements

• 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.