Senior Director Service Delivery Denali Advanced Integration / 3MD Redmond, WA Job Details Full-time $200,000 - $235,000 a year 5 hours ago Benefits Health savings account Health insurance Dental insurance 401(k) Tuition reimbursement Paid time off Parental leave Employee assistance program Vision insurance 401(k) matching Employee discount Flexible schedule Life insurance Referral program Retirement plan Qualifications Term negotiation Managing customer accounts Customer communication Teamwork Master's degree Client management Organizational skills Agile Account management Cross-functional team management Cross-functional communication Senior leadership Full Job Description Position Summary The Senior Director of Service Delivery is responsible for leading and overseeing end-to-end service delivery operations across multiple enterprise customer accounts and programs. This role ensures delivery excellence, client satisfaction, operational efficiency, and alignment to contractual service levels. The Senior Director provides leadership to regional delivery teams, project managers, and technical staff, driving execution of complex service engagements, continuous improvement initiatives, and consistent quality outcomes. Working closely with executive leadership, the Senior Director contributes to service strategy, resource planning, and operational maturity—balancing customer requirements, profitability, and scalability. Key Responsibilities

• Oversee daily operations of service delivery teams, ensuring projects and programs are delivered on time, within scope, and to defined quality standards.
• Serve as the senior point of contact for key enterprise customers; build strong, trusted relationships through proactive communication, performance transparency, and issue resolution.
• Establish and enforce governance structures, cadence, and KPIs to monitor performance, escalations, and continuous service improvement initiatives.
• Manage and mentor delivery managers and project leaders; foster a high-performing culture focused on accountability, collaboration, and professional growth.
• Partner with Finance and VP-level leadership to monitor project profitability, utilization, and forecasting accuracy; implement corrective actions where needed.
• Lead efforts to streamline service delivery frameworks, tools, and methodologies to improve efficiency and standardization across engagements.
• Work with internal stakeholders including Sales, Operations, Engineering, and PMO to ensure seamless handoff from project initiation through steady-state operations.
• Identify risks and issues early, develop mitigation plans, and lead executive-level communications when service impacts occur.
• Support the leadership in developing and executing long-term delivery strategies, including automation initiatives, talent planning, and client expansion opportunities. Qualifications
• Bachelor's degree in Business, Information Technology, Engineering, or related field (Master's preferred).
• 10+ years of progressive experience in service delivery, program management, or professional services within a technology or enterprise services organization.
• 5+ years in a senior management or director-level role leading cross-functional teams.
• Demonstrated experience managing multi-million-dollar service portfolios and enterprise-level clients.
• Strong background in ITIL or related service management frameworks.
• Proven success implementing scalable delivery processes across regions or business units.
• Excellent communication, negotiation, and stakeholder management skills.
• PMP or equivalent certification preferred.
• Experience with Agile or hybrid delivery models. Key Competencies
• Customer Focus
• Drives Results
• Manages Complexity
• Decision Quality
• Builds Effective Teams

Plans and Prioritizes Pay:

$200,000.00 - $235,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible schedule Health insurance Health savings account Life insurance Paid time off Parental leave Referral program Retirement plan Tuition reimbursement Vision insurance

Work Location:

In person