An opportunity has emerged in our network for a Director of Service Delivery at DMI, a leading provider of digital and technology solutions known for its end-to-end managed IT services. This key leadership role will oversee the Service Delivery organization for DMI’s Managed Mobility Services and their TEM (Telecom Expense Management) SaaS platform, Myserve.

This is a full-time, fully remote (US) position that requires U.S. Citizenship and the successful completion of a fingerprint background investigation.

Key Responsibilities and Commercial Accountability

This Director is a strategic leader with operational discipline and a commercial focus, directly accountable for customer retention, adoption, and expansion to ensure enterprise clients realize maximum business value.

• Leadership & Strategy: Define and execute the vision, strategy, and operating model for Managed Mobility and TEM. Lead, mentor, and scale a high-performing team of Service Delivery Managers.
• Business Outcomes & Value Delivery: Partner with customers to define success criteria and deliver measurable ROI through DMI’s services. Establish KPIs and metrics that measure adoption, retention, expansion, and customer health.
• Customer Lifecycle Management: Drive proactive engagement across the entire customer journey (onboarding, adoption, renewal, and growth). Develop and maintain executive-level relationships with key enterprise accounts and act as the primary escalation point.
• Cross-Functional Collaboration: Act as the voice of the customer internally, working closely with Product and Engineering to influence the platform roadmap and partnering with Sales and Delivery leaders on strategic account planning and growth opportunities.
• Operational Excellence: Implement scalable processes, tools, and an operating plan to standardize delivery best practices. Utilize analytics and reporting to forecast churn risk and identify upsell/cross-sell opportunities.

Required Experience and Expertise

The ideal candidate possesses deep experience in enterprise account management within the telecom or managed services domain, coupled with strong commercial and leadership acumen.

• Experience: 10+ years of experience in Customer Success, Account Management, or Client Services, with at least 5 years in a leadership role.
• Domain Expertise: Proven success in managing enterprise accounts within Telecom, SaaS, or Managed Services. Deep understanding of Managed Mobility Services and Telecom Expense Management is required.
• Leadership & Presence: Strong leadership skills with experience building and scaling high-performing teams. Must possess executive presence and the ability to effectively engage with C-level stakeholders.
• Skills: Data-driven mindset with strong analytical, communication, negotiation, and problem-solving skills.
• Education: Bachelor’s degree required; MBA or equivalent experience preferred.