Director of Service Delivery

Job description

WHO WE ARE Vultr is on a mission to make high-performance cloud infrastructure easy to use, affordable, and locally accessible for enterprises and AI innovators around the world. With 33 global cloud data center locations, Vultr is trusted by hundreds of thousands of active customers across 185 countries for its flexible, scalable, global Cloud Compute, Cloud GPU, Bare Metal, and Cloud Storage solutions. In December 2024 Vultr announced an equity financing at a $3.5 billion valuation. Founded by David Aninowsky and self-funded for over a decade, Vultr has grown to become the world’s largest privately-held cloud infrastructure company. Vultr Cares - 100% company-paid insurance premiums for employee medical, dental and vision plans. - 401(k) plan that matches 100% up to 4%, with immediate vesting - Professional Development Reimbursement of $2,500 each year - 11 Holidays + Paid Time Off Accrual + Rollover Plan - Commitment matters to Vultr! Increased PTO at 3 year and 10 year anniversary + 1 month paid sabbatical every 5 years + Anniversary Bonus each year - $500 stipend for remote office setup in first year + $400 each following year - Internet reimbursement up to $75 per month - Gym membership reimbursement up to $50 per month - Company paid Wellable subscription Join Vultr Vultr is seeking a highly skilled and experienced Director of Service Delivery to ensure the seamless execution of all post-sales service commitments to customers, including the provisioning, deployment, and ongoing operational success of IaaS environments. This leader will design and manage the processes, teams, and systems that ensure projects are delivered on time, within scope, and aligned with customer expectations and SLAs. The ideal candidate is a hands-on leader who thrives at the intersection of technical execution, customer success, and operational excellence. This is a highly visible role in a high-growth technology company, which will require deep operational experience within an IaaS or cloud infrastructure company, including familiarity with data center operations, provisioning workflows, automation systems, and enterprise service management. This is your opportunity to join our fast growing team and leave your mark on Vultr and the future of Cloud Infrastructure. Key Responsibilities 1. Service Delivery Leadership - Own end-to-end delivery of customer infrastructure deployments across compute, storage, and networking products. - Lead cross-functional coordination between Engineering, Operations, and Customer Success to meet contractual delivery timelines and SLAs. - Build and standardize project templates, runbooks, and delivery playbooks for repeatable success. 2. Operational Excellence - Establish measurable KPIs for delivery (on-time delivery %, SLA compliance, customer satisfaction, deployment error rate). - Drive continuous improvement through post-implementation reviews, root-cause analysis, and automation of manual processes. - Partner with SRE and Platform Engineering to ensure scalable and resilient deployment pipelines. 3. Customer Engagement & Escalations - Serve as executive point of contact for major customer deployments and escalations. - Translate customer technical and business requirements into clear internal delivery plans. - Ensure proactive communication and transparency during onboarding and implementation phases. 4. Team Management - Lead a team of Service Delivery Managers, Project Managers, and Implementation Engineers. - Define roles, hiring plans, and professional development paths to scale the delivery organization. - Instill a culture of accountability, customer focus, and operational rigor. 5. Governance & Reporting - Maintain governance over all active implementation projects and service delivery health metrics. - Report performance to executive leadership, identifying risks, dependencies, and mitigations. - Align delivery outcomes to company OKRs, revenue milestones, and customer expansion goals. Qualifications - 5+ years experience in cloud infrastructure, hosting, or data center operations, with 5+ years in a service delivery leadership role. - Proven success leading Service Delivery or Implementation teams at an IaaS, PaaS, or hyperscale cloud provider. - Strong understanding of cloud architecture, network provisioning, compute virtualization, and automation tooling (Terraform, Ansible, Kubernetes, etc.). - Deep familiarity with customer onboarding for enterprise and AI infrastructure customers, including capacity and SLA management. - Demonstrated ability to manage multimillion-dollar projects with complex interdependencies. - Excellent communication skills — able to translate between technical, operational, and executive audiences. - Bachelor’s degree in Computer Science, Engineering, or related field (MBA or PMP certification preferred). Compensation $145,000 - $160,000 This salary can vary based on location, years of experience, background and skill set. INCLUSION & PRIVACY We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds and experiences, and we prohibit discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws. Vultr will consider qualified applicants with arrest or conviction records in accordance with applicable laws and will not conduct a background check until after an offer of employment has been extended and accepted. We also take your privacy seriously. We handle personal information responsibly and follow applicable laws, including U.S. privacy rules and India’s Digital Personal Data Protection Act, 2023. Your data is used only for legitimate business purposes and is protected with proper security measures. Where allowed by law, applicants may request details about the data we collect, access or delete their information, withdraw consent for its use, and opt out of nonessential communications. For more details, please see our Privacy Policy https://www.vultr.com/legal/privacy/.