Overview
Skills
Job Details
Director Client Delivery The position should be hands-on, focused on proactive service delivery, auditing, and accountability, while also mentoring the team. A mix of base salary plus a small performance bonus tied to measurable outcomes (like SLA adherence and client satisfaction) makes sense, with clear room for compensation growth as the company scales.
Area | Key Responsibilities | What Success Looks Like |
Service Delivery Oversight | Ensure tickets are resolved on time; spot-check backups, monitoring, and offboarding; hold team accountable to processes | Tickets meet SLAs, no missed basics, consistent delivery |
Proactive Client Management | Anticipate client needs; verify tools are set up right; check onboarding/offboarding; review environments for risks | Fewer surprises, clients see us as proactive not reactive |
Operational & Financial Accountability | Work within budgets; recommend smart tool/process improvements; enforce documentation and standards | Costs controlled, smarter investments, reliable processes |
Leadership & Hands-On Support | Mentor team; step in to resolve escalations; be available after hours when needed; lead with patience and accountability | Team grows, issues don t stall, clients trust escalation path |
Accountability & Follow-Through
- Make sure employees aren t just going through the motions but are completing work correctly every time
- Hold team accountable, politely question responses to gauge what and how things were completed
Service Quality Oversight
- Watch ticket turnaround times and SLA adherence
- Spot problems early (backups missed, monitoring not working, tools misconfigured) and address them without waiting for you
Tool & License Management
- Ensure all client tools are set up, maintained, and properly licensed
- Verify offboarding is complete (licenses canceled, agents uninstalled, accounts closed)
Cost & Budget Discipline
- Monitor costs and push back on unnecessary expenditures
- Recommend where to invest (tools, automation, training) and where to cut back
Proactive Problem Management
- Identify and fix issues before clients or management Client them
- Drive the team to be proactive rather than reactive
Leadership & Mentorship
- Set expectations, hold people accountable, and coach them
- Support and mentor the team so they improve, instead of leaning on the company to carry them
Hands-On Escalation Support
- Step in when the team is stuck.
- Be available for client escalations, including after hours if needed.
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