Sr Director, Service Delivery Management

Zones
life insurance, paid time off, sick time, 401(k)
United States, Washington, Auburn
1102 15th Street Southwest (Show on map)
Mar 31, 2025
Description Position at Zones LLC. Company Overview: When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's really only one: Zones - First Choice for IT.^TM Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook. Position Overview: The Sr. Director, Service Delivery Management's role is to be a strategic leader responsible for driving customer success, operational excellence, and business growth through effective service delivery and technology solutions. In this role, you will develop and execute high-impact service strategies, build strong client relationships at the executive level, and oversee the successful execution of enterprise-wide initiatives. As a key member of the leadership team, you will partner closely with sales, solution architects, and our internal Center of Excellence to align business objectives with innovative service delivery models. You will drive customer engagement strategies, manage executive-level relationships, and ensure the seamless execution of client-facing technology solutions that enhance the overall customer experience and market competitiveness. What you'll do as the Sr. Director, Service Delivery Management: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Serve as a trusted executive partner to clients, fostering long-term relationships and ensuring business alignment. Lead the development and execution of comprehensive account strategies that drive revenue growth and customer satisfaction. Oversee the delivery of high-impact technology solutions, ensuring alignment with client business objectives and market trends. Drive strategic decision-making by collaborating with C-suite and senior leadership to define and execute client-centric initiatives. Identify opportunities for expansion and innovation within existing accounts, partnering with sales teams to develop new business opportunities. Lead and oversee large-scale, enterprise-wide projects, ensuring seamless execution across all project phases. Drive service level agreement (SLA) performance, implementing best practices to meet and exceed customer expectations. Establish and maintain cross-functional collaboration between internal teams, technical resources, and client stakeholders. Develop and implement process optimization strategies to enhance operational efficiencies, resource allocation, and project delivery timelines. Act as a senior escalation point, managing and resolving high-impact issues while mitigating risks. Own profitability, revenue, and growth objectives, ensuring financial performance aligns with business goals. Oversee budgeting, forecasting, and resource allocation, optimizing cost efficiency while maintaining service quality. Track and report on key performance metrics, providing insights to executive leadership to drive continuous improvement. Negotiate and manage complex service contracts, ensuring financial and operational targets are met. Lead, mentor, and develop a high-performing team, fostering a culture of accountability, innovation, and continuous improvement. Drive organizational change and transformation efforts, ensuring teams are equipped to meet evolving client and business needs. Implement best-in-class training and development programs, enhancing the expertise of service delivery teams. What you will bring to the team: Bachelor's degree in Business, IT, or a related field; MBA preferred. 15+ years of leadership experience in Service Delivery, IT Operations, or Technology Consulting, with at least 5+ years in an executive or senior leadership role. Proven ability to drive business transformation, change management, and enterprise-wide strategic initiatives. Extensive experience in managing large-scale, fixed-price engagements, including contract negotiations, financial oversight, and profitability management. Strong understanding of IT operations, telecommunications, structured cabling, and distribution network projects. Demonstrated success in managing service level agreements (SLAs) with penalties and delivering continuous service improvements. Exceptional executive communication skills, with experience influencing C-level stakeholders and presenting complex solutions in a business-oriented manner. Strong expertise in risk management, strategic planning, and operational excellence methodologies. PMP certification preferred; experience with Agile, ITIL, or Six Sigma methodologies is a plus. Qualified candidates can expect a salary range of $210,000 - $240,000 + bonus. #LI-KS1 Zones offers a comprehensive Benefits package While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our team members enjoy a variety of comprehensive benefits, including medical, dental and vision coverage, life insurance, disability insurance, a 401(k) plan with matching provision, and many more. Generally, Zones currently offers paid time off and personal sick leave in compliance to individual state requirements. At Zones, work is more than a job - it is an exciting career on a global team that is client centric, has a passion for technology, embraces change and lifelong learning in a collaborative culture. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability. Zones participates in E-Verify. E-Verify is a system that compares information from a team member's Form I-9 to federal records to confirm their eligibility to work in the United States.