Black Box · 1 month ago
Service Delivery Director
Dallas, TX
Full-time
Onsite
Director/ExecutiveBlack Box is a company focused on delivering operational excellence and profitability across various accounts. They are seeking a Service Delivery Director to oversee account delivery managers, ensure project-level SLAs and budgets are met, and drive customer satisfaction and delivery excellence across all accounts in the vertical.
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Responsibilities
Drive delivery execution and governance across all accounts within the vertical
Review and track delivery performance across accounts to ensure project-level SLAs, budgets, and timelines are consistently met
Govern end-to-end delivery lifecycle for accounts via ADMs; intervene on escalations, delivery risks, and margin deviation issues
Monitor delivery dashboards and red accounts; ensure corrective actions are driven by ADMs with support from PMs and horizontal teams
Track realization of project margins and support ADMs in delivery planning to minimize variance vs. forecast
Ensure capacity planning, resource readiness, and fulfillment execution in coordination with ADMs, staffing and workforce transformation and Horizontal Delivery heads
Drive vertical-level reporting and forecasting cadence for gross margin, invoicing, and delivery progress; sharing inputs with senior leadership ( COO, Vertical Heads etc.) Drive customer satisfaction and delivery excellence across all accounts in the vertical
Directly engage with strategic delivery-facing clients to reinforce trust, address complex issues, and deepen account-level partnerships
Support ADMs in expanding delivery footprint within accounts through quality-led trust building and proactive stakeholder engagement
Monitor CSAT scores across accounts and drive structured improvement plans with delivery and sales teams Drive governance across accounts and ensure vertical-level delivery oversight
Oversee account-level governance activities and cadence led by ADMs (including QBRs, MBRs); ensure escalation trends, SLA breaches, and delivery risks are addressed
Review invoicing, margin realization, and fulfillment metrics under vertical delivery governance; coordinate with Sales and Delivery Ops for timely resolution and collections Support vertical-level planning, growth, and strategic delivery initiatives
Identify vertical-level delivery trends, capability gaps, and client needs to inform pursuit strategy, solutioning alignment, and renewal planning across accounts
Provide delivery inputs for new opportunities, expansions, and upsell/cross-sell initiatives; ensure ADMs are aligned on delivery feasibility and fulfillment readiness during pursuits
Drive workforce planning, quality improvements, and capability building initiatives in coordination with Delivery Ops and Horizontal Delivery heads
Qualification
Required
Responsible for continuity, renewal, and profitability of all accounts within a vertical, with a strong focus on delivery governance and operational efficiency
Lead and manage all Account Delivery Managers (ADMs) and act as the single point of accountability for delivery performance across the assigned verticals
Drive delivery execution and governance across all accounts within the vertical
Review and track delivery performance across accounts to ensure project-level SLAs, budgets, and timelines are consistently met
Govern end-to-end delivery lifecycle for accounts via ADMs; intervene on escalations, delivery risks, and margin deviation issues
Monitor delivery dashboards and red accounts; ensure corrective actions are driven by ADMs with support from PMs and horizontal teams
Track realization of project margins and support ADMs in delivery planning to minimize variance vs. forecast
Ensure capacity planning, resource readiness, and fulfillment execution in coordination with ADMs, staffing and workforce transformation and Horizontal Delivery heads
Drive vertical-level reporting and forecasting cadence for gross margin, invoicing, and delivery progress; sharing inputs with senior leadership (COO, Vertical Heads etc.)
Drive customer satisfaction and delivery excellence across all accounts in the vertical
Directly engage with strategic delivery-facing clients to reinforce trust, address complex issues, and deepen account-level partnerships
Support ADMs in expanding delivery footprint within accounts through quality-led trust building and proactive stakeholder engagement
Monitor CSAT scores across accounts and drive structured improvement plans with delivery and sales teams
Drive governance across accounts and ensure vertical-level delivery oversight
Oversee account-level governance activities and cadence led by ADMs (including QBRs, MBRs); ensure escalation trends, SLA breaches, and delivery risks are addressed
Review invoicing, margin realization, and fulfillment metrics under vertical delivery governance; coordinate with Sales and Delivery Ops for timely resolution and collections
Support vertical-level planning, growth, and strategic delivery initiatives
Identify vertical-level delivery trends, capability gaps, and client needs to inform pursuit strategy, solutioning alignment, and renewal planning across accounts
Provide delivery inputs for new opportunities, expansions, and upsell/cross-sell initiatives; ensure ADMs are aligned on delivery feasibility and fulfillment readiness during pursuits
Drive workforce planning, quality improvements, and capability building initiatives in coordination with Delivery Ops and Horizontal Delivery heads
Work closely with ADMs for delivery oversight, issue resolution, and reviews
Partner with Vertical Sales Head & AMs for vertical-level strategy, client alignment & growth opportunities
Align with Horizontal Heads and staffing and workforce transformation for capacity planning, fulfillment and skill readiness
Work with COO, GSO & Vertical Sales Head to track deal pipeline & facilitate demand mgmt
Coordinate with HR & Horizontal Heads on vertical-specific capability-building initiatives
Gross Margin %
Invoiced Revenue
Client satisfaction (CSAT score)
Cost overruns - Negative margin acc
Delivery Quality scores (SLA compliance, COQ, COPQ) % On-time delivery
% Variance in GM forecast vs actual
Company
Black Box
Black Box is a global leader in digital infrastructure solutions, delivering network and system integration, managed services, and technology products to Fortune 100 and top global enterprises.
Founded in 1993
1001-5000 employees
H1B Sponsorship
Black Box has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2000-06-26Acquired
Leadership Team
Sanjeev Verma
President & CEO
Barry Thorpe
Partner Account Manager
Recent News
Columbus Business First
2023-10-27
Company data provided by crunchbase