Service Delivery Director at AgentSync

Denver, Colorado, United States -

Full Time

Start Date

Immediate

Expiry Date

18 May, 26

Salary

220000.0

Posted On

17 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Portfolio Governance, Team Leadership, Pre-Sales Partnership, Software Implementation, Cross-Functional Team Leadership, Project Management, Delivery Strategy, Stakeholder Management, Process Design, Risk Management, Escalation Management, Staffing Assignments, Budget Management, SOW Drafting, Coaching, Talent Development

Industry

Insurance

Description

Overview: Are you ready to lead a dynamic, cross-functional team and drive exceptional customer outcomes? As a Service Delivery Director, you’ll play a pivotal role in shaping the future of our delivery organization, ensuring quality execution, and inspiring a high-performing team. This position offers incredible growth opportunities as our company scales, allowing you to build innovative processes, develop talent, and directly impact customer success. You’ll work at the intersection of strategy and execution, balancing portfolio governance, team leadership, and pre-sales partnership, all while solving complex challenges in a fast-paced environment. In this role, you’ll own a portfolio of software implementations across a vast range of insurance customers. You’ll be part of a matrix organization leading a cross-functional team of skilled professionals, including Project Managers, Solution Consultants, and Engineers. You’ll oversee project delivery for an entire customer portfolio, drive alignment between internal teams and customers, and serve as the go-to escalation point for challenges. By facilitating meaningful solutions and ensuring customer satisfaction, you’ll be a key architect of scalable delivery practices. If you’re excited by the chance to own initiatives, build high-impact processes, and thrive in a culture that values excellence, collaboration, and customer obsession, this is the perfect opportunity for you. Join us and make a lasting impact! What you’ll do: Own, manage, and deliver all assigned customer engagements from initial scoping during the sales prospecting phase, through any subsequent onboarding phases, with a handoff to Customer Success and Support. Lead Professional Services delivery teams: Project Managers, Technical Solution Engineers, Solutions Consultants and other applicable roles. Responsible for all engagement staffing assignments, allocations, time tracking, Project Management adherence to best practices, delivery strategy, customer facing management and escalations. Responsible for management of all time, scope, and budget expectations for each engagement Partner with Sales to support pre-sales activities, including creating implementation plans, presenting implementation approaches, scoping, pricing and drafting SOWs. Lead, and own, key process areas through design and implementation of scalable frameworks, tools, best practices. Drive initiatives that advance operational maturity across the delivery organization. Lead a cross-functional team by setting clear expectations, building community, and inspiring excellence. Drive team culture and performance through coaching, career development, and balancing skills to meet business needs. Ensure governance and quality by adhering to best practices and managing portfolio risks. Serve as the senior escalation point for complex project challenges, ensuring clear communication, strategic alignment and timely resolution to maintain customer satisfaction. Collaborate with cross-functional partners to identify at-risk customers and address implementation needs. Your experience: 10+ years experience in project/program management, ensuring software delivery excellence: on time, on budget, in scope, navigating complex organizational dynamics. Demonstrated excellence in both internal and external (customer-facing) verbal and written communication. System integration partner and contract staffing management experience Extensive knowledge of SaaS delivery product delivery and operations, with the ability to translate technical solutions into business outcomes. Demonstrated ability to lead and manage cross-functional teams, fostering growth, accountability, and collaboration. Consulting background with a focus on driving value for clients and aligning solutions with their objectives. Exceptional facilitation skills to guide teams and customers through complex, sometimes challenging, discussions and decision-making processes. Outstanding presentation and communication skills, with the ability to engage audiences at all organizational levels. Structured and well-organized work cadence with comfort tackling complexity and ambiguity A strong track record of problem solving and a “roll up your sleeves” mentality Don’t meet every single requirement? At AgentSync we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Location Our ideal candidate will live within 25 miles of our office in Denver. Other states we're able to consider candidates in are CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MO, NY, OR, PA, TN, TX, UT, VA, and WA. (We are not hiring or able to consider candidates in New York metro, Seattle metro, or the Bay Area) Total Compensation The following represents AgentSync’s reasonable estimate of the range of possible compensation for this role. 💰 $180K - $220K base salary 💲 Annual company bonus program ⚖️ Equity in the form of stock options Health Benefits 🏥 Medical - Cigna plans with 100% employer paid premiums on 2 plan options 🦷 Dental - 100% paid premium plan for you and your dependants 👁️ Vision - 100% paid premium plan for you and your dependants 📔 Employee Assistance Plan Financial Benefits 🏦 401(k) retirement savings plan 🤒 HSA employer contributions Other Benefits 🌴 Flexible PTO 📆 12 paid holidays per year 🍼 12 weeks parental leave w/generous return to work stipend Candidates: AgentSync Recruiting & Talent teams will only communicate with you using @agentsync.io email addresses. When you receive communication from AgentSync, check the email address domain to ensure you're connected with our team (and not a scammer!). We are not able to consider candidates who require a work visa now or in the future.

Responsibilities

The Director will own, manage, and deliver all assigned customer software implementation engagements from scoping through onboarding, leading professional services teams including Project Managers and Solution Engineers. This role is responsible for engagement staffing, time tracking, adherence to best practices, delivery strategy, and serving as the senior escalation point for complex project challenges.