Director Of Service Delivery

We are seeking an accomplished, customer-obsessed, and visionary Director of Service Delivery to provide leadership and strategic direction for our crucial departments of Professional Services, Embedded Engineering, and Product Support. The successful candidate will be responsible for steering the delivery of exceptional services, building and retaining winning teams, fostering innovation, and ensuring high levels of customer satisfaction. This role holds particular significance in advancing our cloud engineering capabilities, focusing on cloud migration, modernization, and cost optimization projects within Professional Services. Additionally, the Director will play a pivotal role in building and managing a Product Support team that scales in tandem with the success of our SaaS products.

Responsibilities:

• Resource Management: Effectively manage budgets, staffing levels, and resource allocation to optimize productivity and ensure successful project outcomes
• Team Leadership: Lead, guide, and mentor the Professional Services, Product Support, and Embedded Engineering teams, fostering a culture of excellence, collaboration, and continuous improvement
• Collaboration: Collaborate with senior leaders, especially in Sales, Solutions Architecture, and Product Development, to align service offerings with market demands; Work closely with the Product team to ensure Service Delivery requirements are incorporated and met at the time of launch; Facilitate effective communication and collaboration among cross-functional teams
• Cloud Engineering Expertise: Provide expertise in cloud engineering (primarily AWS, secondarily GCP and Azure) to oversee the successful execution of cloud migration, modernization, and cost optimization projects; Collaborate closely with the Professional Services team to ensure best practices and innovative solutions
• Performance Metrics: Define and monitor key performance indicators (KPIs) to evaluate service delivery effectiveness; Identify areas for improvement and implement strategies to enhance overall performance; Present regular readouts to the business to drive awareness and inform key decisions
• Strategic Planning: Develop and execute strategic plans aligned with our company's objectives, driving growth and enhancing service offerings in the realms of cloud engineering, product support, and embedded engineering=
• Talent Development: Provide mentorship, coaching, and growth opportunities to nurture talent within the teams; Create a motivated and high-performing workforce
• Innovation: Encourage a culture of innovation within the service delivery teams, driving the development of new services, processes, and technologies to stay ahead in the industry
• Product Support: Build, develop, and retain a winning team of Product Support Engineers responsible for delivering an amazing experience to our new SaaS product customer base as it scales; This includes establishing processes, standards, tooling, SLAs (Service Level Agreements), and continuous improvement initiatives to ensure top-tier customer support
• Operational Efficiency: Streamline operational processes, methodologies, and tools to ensure efficient service delivery, resource utilization, and project management across the departments
• Customer Satisfaction: Maintain a strong customer-centric approach, working closely with teams to deliver services that exceed client expectations and drive high levels of customer satisfaction

Requirements:

• Technical Proficiency: Working knowledge of cloud engineering principles, platforms, and technologies (primary focus on AWS, secondarily GCP and Azure); Ability to lead teams tasked with solving complex technical problems in large cloud environments
• Operational Excellence: Deep experience in Lean operations and delivery practices with a laser focus on maximizing utilization and throughput, reducing cycle time and WIP, and driving continuous improvements throughout the entire system
• Innovation: History of driving innovation and continuous improvement in service delivery processes and methodologies
• Leadership Skills: Strong leadership and management skills, capable of inspiring, mentoring, and leading cross-functional teams toward successful outcomes
• Ownership: Strong sense of ownership to drive things forward and meet time and deliverable commitments, while overcoming obstacles along the way
• Ability to thrive in a fast-paced, dynamic environment, navigate ambiguity, and adapt quickly to changing market conditions, project requirements, and priorities
• Customer Focus: Proven track record in maintaining exceptional customer satisfaction through effective communication, relationship management, and service excellence
• Experience: At least 8 years of progressive experience in service delivery and management, with a minimum of 3 years in a leadership role
• Communication: Excellent verbal and written communication skills, with the capacity to convey complex technical concepts to diverse audiences
• Collaboration: Skilled at building collaborative relationships with internal teams, clients, and partners
• Strategic Acumen: Demonstrated ability to develop and execute strategic plans that align with business goals and industry trends
• Problem-Solving: Excellent problem-solving abilities coupled with strategic and analytical thinking

What do we offer in StratusGrid?

• A good multicultural and bilingual work environment with colleagues who are top-notch in our sector and from whom you will learn every day
• Access to a wide range of benefits including health insurance, dental, vision, 401k
• Flexible work schedule, so that your personal and professional life fit seamlessly.
• Competitive salary that will reflect your professional growth
• Remote work without feeling disconnected
• One-on-one Spanish or English lessons
• A company with a very collaborative culture that always thinks about making your professional life better, enabling you to grow in skills, techniques, and technologies that interest you
• Training and personal mentoring to help you reach your full potential

Minimum Requirements:

• You must be authorized to work in the U.S.A.
• English working proficiency

About StratusGrid

StratusGrid is a cloud-native technology and DevOps company offering AWS cloud services, software and application development, and technology consulting. We help customers build and operate mission-critical platforms and applications in the cloud.

As a partner to tech leaders in the cloud space - AWS, Hashicorp, DataDog, and TrendMicro to name a few - we gain partner-only access to technology, training, certifications, and improved pricing to ensure we deliver clear value to our customers and assist them to Go Forth and Cloud.

At StratusGrid, we recognize the importance of inclusion and the value of diversity. We are committed to equal employment opportunities regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, or any other characteristic.

We want to meet you!