We’re hiring a Services Delivery Director to lead regional customer engagement and outcomes by orchestrating end-to-end delivery quality. This is a high-impact leadership role for an outside-in, business-oriented leader who starts from customer value, translates it into clear delivery priorities, and builds the operating rhythm and team capability to deliver consistently.
Operating model
Working “globally managed, locally present,” you translate global standards into practical regional delivery plans while maintaining local customer intimacy. You drive disciplined execution through weekly/monthly/QBR cadences, plan-vs-actual transparency, and recovery steering when KPIs deviate. You are a senior partner to GMO, Sales, Finance, and Product/Solution teams shaping deals for deliverability, protecting margin, and ensuring customer outcomes.
What you will own
- Regional delivery excellence: On-time, on-scope, high-quality delivery using CoE playbooks and PMO standards
- Strategic account governance: Steering, escalations, and value realization for large/strategic customers
- Performance steering: Forecasting and driving revenue/margin; dashboards + QBR cadence; recovery actions (billability, contribution, WIS, order intake)
- Deal shaping & governance: Partner with GMO and Sales on deliverability, bid governance, and pricing/quoting standards
- Delivery maturity uplift: Convert recurring challenges into scalable improvements, standards, and ways of working
How you lead
- Influence through alignment: Build trust, listen to local realities, align on the “why,” secure commitment to global standards/targets
- Transparency & accountability: Clear performance signals, open communication, decisive recovery actions
- People-first leadership: Motivate teams, develop leaders, and build a culture of continuous growth and best-in-class experience delivery
What success looks like
Best Experience customer outcomes and delivery predictability, with stronger customer and employee advocacy. Success is measured through:
- Services revenue and EBITA attainment
- Project profitability/performance
- cNPS and eNPS
We are seeking an internal candidate who possesses the following qualifications and experience:
- 5+ years leading and developing delivery and managed services customer teams
- 3+ years advising and negotiating with C-level stakeholders
- Proven ability to steer services revenue, margin/EBITA, and profitability (forecasting + recovery)
- Deal shaping experience with Sales: deliverability, pricing/quoting, bid governance
- Led complex end-to-end delivery using standardized methods (GMO/PMO/playbooks/quality gates)
- Strategic account governance: QBRs, steering, escalations, value realization
- Strong operating cadence & KPI dashboarding (plan vs actual, billability, WIS, order intake)
- Delivery health leadership: RAID, quality/risk control, escalation-to-resolution
- Continuous improvement: RCA, corrective actions, scalable process improvements
- Resource/capacity planning with GMO/PMO
- Enablement: training and rollout of new service capabilities/offers
- Demonstrated impact on cNPS and a culture that improves eNPS
This position is open for internal applications until February 10.
For more details about the role or the application process, feel free to contact Rianne Coenen.
To apply, please submit your application through our internal vacancy portal.
Please include a motivation letter where you answer the following questions:
Why this role, why now? (max 10 sentences)
- What specifically about the Service Delivery Director role are you ready to own that you are not fully owning today?
- Why is now the right moment for you (capability, track record, readiness), and what will change in the region because you step into this role?
Are you ready to take the next step in your career?
Apply now!
