vultr - Director of Service Delivery
Requirements
• 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).
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.
Benefits
• Company-paid insurance premiums for medical, dental, and vision plans (100% company paid). • 401(k) plan with a match of up to 4%, immediate vesting included in the benefits package. • Professional Development Reimbursement: $2,500 each year is provided towards professional development expenses. • Paid Time Off (PTO): Accrual includes 11 holidays and rollover plan; additional PTO at 3 years and 10 years anniversaries with a one month paid sabbatical every five years are also mentioned as benefits, along with an annual Anniversary Bonus. • Stipend for remote office setup: $500 in the first year plus $400 each following year to support working from home arrangements. • Internet reimbursement up to $75 per month is provided by the company. • Gym membership reimbursement of up to $50 per month, supporting employee wellness and fitness goals. • Company paid Wellable subscription for mental health resources (not a direct financial benefit but part of compensation).
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT