Director, Service Delivery Management

TL;DR

Director, Service Delivery Management: Leading and scaling the global SDM function within hirify.global's Professional Services organization with an accent on quality, consistency, and impact of hirify.global Accelerate delivery across the customer portfolio. Focus on operational leadership, strategic contribution to the PS organization, and continuous evolution of the delivery model.

Location: Hybrid work model that balances office and remote work.

Salary: USD 131,000 - USD 205,000 yearly

Company

hirify.global is the leader in digital employee experience management software, providing IT leaders with insights to diagnose and fix issues impacting employees.

What you will do

• Lead, coach, and develop Service Delivery Managers across multiple regions, fostering a high-performance delivery culture.
• Manage critical customer escalations, engaging with senior customer stakeholders to resolve issues and restore confidence.
• Define and enforce delivery standards, quality assurance processes, and SLA governance frameworks across the SDM team.
• Partner with Customer Success, Account Management, and Sales to align delivery with account success plans and commercial objectives.
• Monitor the health of the SDM team's portfolio, proactively identifying delivery risks and intervening where needed.
• Drive continuous improvement of request prioritization, queue management, and SLA adherence across the team.

Requirements

• BA/BS in Computer Science, Computer Engineering, or a related technical discipline.
• 15+ years of experience in technical consulting, managed services, or IT service delivery — with at least 5 years in a people management role.
• Demonstrated success leading and scaling teams of 15 or more in a SaaS or enterprise technology environment.
• Strong track record of managing complex customer escalations and executive-level stakeholder relationships.
• Experience with DEX (Digital Employee Experience) platforms, endpoint management, or ITSM tooling.
• Excellent communication and executive presence — able to operate credibly across technical, business, and C-level audiences.

Nice to have

• Familiarity with the hirify.global platform or comparable analytics and automation solutions.
• Practical knowledge of SQL, PowerShell, XML, or data integration technologies.
• Experience leading transformation programs (e.g. Windows 10/11, M365, cloud migrations).
• Relevant background in enterprise infrastructure management, application performance, or security operations.

Culture & Benefits

• Flexible Hours and unlimited vacation, 11 company-paid holidays, and 3 extra days for volunteering.
• Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
• Free access to professional training platforms to explore your interests and enhance your skills.
• Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
• Bonuses for referring successful hires after three months of continuous employment.