Sr. Director, Commercial Delivery - Managed Services

Job description

Position Summary The Sr. Director, MCD Commercial Delivery is responsible for the leading the delivery and operations of SAP/Non-SAP workloads across multi-cloud environments for Commercial clients. This role will lead cross- functional global delivery teams—including Linux, Windows, Cloud, DBA, and Service Desk functions—while driving standardization, automation, and continuous improvement across service delivery. This Sr. Director serves as the delivery interface for key enterprise clients, ensuring consistent service excellence, operational governance, and customer satisfaction within a Managed Services Provider (MSP) framework. Key Responsibilities 1) Service Delivery Operations • Oversee day-to-day operations, ensuring SLA compliance, incident closure, and proactive issue prevention. • Govern delivery operations across multiple Commercial accounts, managing both SAP and non-SAP workloads. • Lead tactical initiatives such as OS patching, DR drills, system upgrades, and cloud migrations. • Drive operational maturity through ITIL practices and continuous improvement programs. 2) Governance & Client Management • Conduct regular service reviews (QBRs, MSRs) and executive reporting through dashboards and performance metrics. Maintain accurate documentation and reporting for delivery milestones and KPIs. • Manage client escalations with urgency and transparency, maintaining strong and trusted relationship. • Use ServiceNow and Jira to track tasks, incidents, problems, and changes across delivery streams. 3) Cloud & Technical Oversight • Coordinate activities across AWS, Azure, and GCP environments — ensuring security, performance, and compliance. • Collaborate with Cloud Architects to optimize cost, automation, and resiliency. • Ensure SAP and non-SAP workloads follow hyperscaler best practices (e.g., HANA sizing, DR design, clustering). • Demonstrate working knowledge of key cloud components such as EC2, S3, IAM, VPC, Azure VM/Storage/AD, and GCP Compute/Networking. 4) Leadership & Team Development • Mentor tower leads, engineers, fostering a culture of accountability and excellence to drive engagement and operational excellence. • Support workforce planning, hiring, onboarding, and performance management for delivery teams. 5) Other duties as assigned. Basic Qualifications • 10+ years of progressive experience in IT Managed Services, Cloud Delivery, or Infrastructure Operations, including large-scale enterprise environments. • 3+ years in a leadership role (e.g., Delivery Lead, Engagement Manager, or Operations Director) managing cross-functional technical teams and client portfolios. • Demonstrated experience managing multi-cloud delivery operations (AWS, Azure, and GCP) and complex enterprise workloads. • Proven ability to use ServiceNow (Incident, Change, Problem, CMDB, Reporting) and Jira/Confluence (project tracking, sprint management). Knowledge, Skills & Abilities • Strong understanding of cloud and infrastructure delivery models, automation, and cost optimization strategies. • Experience managing SAP and non-SAP workloads in hybrid or cloud environments (S/4HANA, ECC, HANA DB). • Familiarity with compliance frameworks such as FedRAMP, ITAR, DISA STIG, and industry security standards. • Proven ability to manage delivery P&L, drive financial performance, and improve resource utilization. • Excellent executive communication, stakeholder management, and presentation skills. • Demonstrated ability to lead large, distributed teams with empathy, accountability, and collaboration. • Data-driven mindset with strong analytical and problem-solving capabilities. • Deep understanding of ITIL principles and operational governance frameworks. • Strategic and operational agility with the ability to thrive in a fast-paced, matrixed organization. • Demonstrates resiliency with the ability to quickly adapt to changes and challenges. • Certifications preferred: PMP, ITIL v4, AWS Certified Solutions Architect / Azure Administrator / GCP Professional Cloud Architect, Linux/Windows Certification, COMPTIA Sec+/Network+.