Service Delivery Director

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🔥 0 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ERPA

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏥 Healthcare

📦 Logistics

📣 Marketing

Healthcare • Logistics • Marketing

ERPA is a leader in enterprise application management, cloud hosting, and consulting services. With over 500 consultants and technologists worldwide, ERPA enables organizations to tackle complex challenges, focusing on maximizing technology investments through their expertise in platforms like Amazon Web Services, PeopleSoft, and Workday. ERPA provides tailored solutions across cloud migration, managed services, application modernization, and strategic consulting. Their comprehensive service portfolio is trusted by educational institutions and businesses globally, delivering high-quality project management and technical expertise that help clients achieve operational excellence and future technology roadmaps.

📋 Description

• Oversee assigned accounts to ensure contractual commitments, agreed scope, service levels, and customer expectations are met • Lead delivery using cloud, infrastructure, application, database, and project teams • Monitor service performance, resource utilization, budgets, and engagement profitability; implement corrective actions • Oversee major incidents and critical delivery issues, including escalation, customer communication, root cause analysis, and corrective actions • Govern service transitions, project milestones, and operational readiness • Drive continuous improvement through automation, knowledge management, standardized processes, and operational efficiencies • Build trusted relationships with customer executives, IT leaders, and business stakeholders • Lead governance meetings, service reviews, and Quarterly Business Reviews • Align delivery priorities and service improvement plans with customer business objectives and technology roadmaps • Measure customer satisfaction through NPS, feedback, and service reviews; own improvement actions • Partner with Account Executives on renewals, extensions, and service expansion opportunities • Manage customer expectations and resolve scope, priority, resource, and delivery commitment issues • Lead delivery and solution components of RFP/RFI responses • Translate customer requirements into delivery approaches, staffing models, transition plans, governance structures, and measurable outcomes • Develop and review Statements of Work covering scope, deliverables, responsibilities, assumptions, dependencies, exclusions, timelines, service levels, and acceptance criteria • Partner with Sales, solution architects, Finance, and practice leadership on estimates, pricing inputs, and engagement models • Assess commitments for feasibility, resource availability, delivery risk, and contractual alignment • Participate in customer presentations, solution discussions, and scope negotiations • Ensure complete sales-to-delivery handoffs • Oversee change requests and SOW amendments

🎯 Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience • 12+ years of experience in IT services, including 5+ years leading service delivery and customer engagements • Experience managing multiple accounts, multidisciplinary teams, and onshore/offshore delivery models • Experience leading managed services or project delivery in cloud infrastructure, enterprise applications, or related technology services • Ability to manage service levels, budgets, resource plans, delivery risks, and engagement profitability • Hands-on experience developing RFP responses, proposals, estimates, and SOWs • Strong executive communication, customer relationship management, negotiation, and escalation management skills • Working knowledge of IT service management practices and structured service governance • Must be legally authorized to work in the United States on a full-time basis • Must not require employment visa sponsorship now or in the future • Successful completion of pre-employment drug screen and background investigation

🏖️ Benefits

• Full-time employment • Equal opportunity employment • Substance-free and tobacco-free workplace • Pre-employment drug screen and background investigation, including reference checks, criminal background investigation, and applicable licensing verification • E-Verify employment eligibility verification

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