Service delivery director positions are commonly available in many different industries and businesses, but the title is particularly common among larger corporations and information technology-related businesses. The size of the company and position details influence position requirements, but a bachelor's degree is generally needed. Many companies also require at least 10 years of relevant experience. Certifications and industry-specific knowledge may be needed as well; for example, many companies require experience with the Information Technology Infrastructure Library (ITIL), which they utilize for resource management, billing, customer retention, and more.
Daily tasks performed by service delivery directors involve prioritizing delivery resources, developing strategic relationships, assisting with disputes related to service delivery, and conducting service delivery negotiations. Individuals in this position should also expect to be involved in discussions among senior leadership related to policy changes, benchmarks, strategy formulation, and organizational expectations. Service delivery directors work closely with both customers and colleagues across their company. They often have no specific supervisor, so the ability to work independently is required.
Work hours may differ based on the company's needs, but many service delivery directors work during regular business hours. This position is generally limited to an indoor environment such as an office, but some travel or remote conferencing may be necessary.
Service Delivery Director Tasks
Oversee documentation and tracking of customer interactions.
Train and supervise staff in service goals, procedures, and expectations.
Interact with clients and staff to ensure service goals are met or exceeded.
Plan and organize projects related to service delivery.