Overview

•••• is seeking a Service Delivery Director to be the single point of accountability for a complex, multi-workstream program spanning AMS, infrastructure and data platform operations, and product sustainment. You will lead delivery governance, commercial management, and executive client relationships. An entrepreneurial mindset is essential.

Responsibilities

  • Own program health across all workstreams: governance cadence, KPIs, SLAs, escalations, and risks
  • Run the RAID process and define reporting, dashboards, and steering committee packs
  • Drive consistent delivery practices, tooling, and quality standards across workstreams
  • Be ••••’s primary relationship owner with senior client stakeholders across geographies
  • Lead steering committees, QBRs, and executive briefings; translate delivery performance into business language for C-level audiences
  • Build trusted advisor relationships that position •••• for long-term growth
  • Lead knowledge transfer from incumbent vendors, onboard •••• teams, and establish steady-state operations
  • Design the target operating model with AI-native capabilities (agentic workflows, GenAI copilots, intelligent monitoring) built in before go-live
  • Stand up monitoring and alerting during Build so each account launches with early warning in place
  • Own the transition risk plan, readiness criteria, go/no-go checkpoints, and hypercare with zero disruption to critical operations
  • Own incident and problem management, and hold system performance and stability within agreed SLAs
  • Tune automation and AI-native tooling in production, and feed lessons back into Build
  • Reduce recurring incidents and ticket volume through root-cause fixes and automation
  • Own the GenAI and automation roadmap as core to the delivery model, not a side initiative
  • Keep AI-native capabilities current and share proven practices across ••••
  • Own revenue forecasting, margin tracking, cost modelling, and billing accuracy
  • Manage SOWs and change requests; protect against uncompensated scope creep
  • Develop organic growth opportunities and lead expansion proposals with the account team
  • Lead and develop workstream leads, delivery managers, and specialists in a high-accountability culture
  • Improve employee NPS and reduce project attrition
  • Contribute to talent acquisition, succession planning, and ••••’s delivery management community

Requirements

  • 10+ years in Managed Services or IT delivery leadership, with direct ownership of both Build and Run (steady-state operations)
  • Proven experience managing large-scale, complex programs with strategic business impact
  • An entrepreneurial mindset: ownership, initiative, and a drive to build and grow
  • Expertise in vendor consolidation, including transition execution and knowledge retention
  • Strong background in Application Managed Services delivery and governance
  • Hands-on experience implementing AI-native solutions and process automation
  • Track record of AI-driven optimization with measurable outcomes
  • Ability to drive efficiency and cost optimization through technology-driven process improvement
  • Working knowledge of service design, SIAM, ITIL, DevOps, and monitoring and alerting at scale
  • Track record of improving client satisfaction and employee NPS, including reducing attrition
  • Creative problem-solving in restrictive or highly regulated environments
  • Excellent negotiation, influencing, and communication skills with senior stakeholders
  • Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field

Nice to have

  • ITIL v4/v5 certification or equivalent
  • Cloud platform experience (AWS, Azure, or GCP)
  • AI certifications
  • . Experience restructuring delivery teams to meet changing business objectives

Lithuania

  • Engineering Heritage: Best-in-class experts sharing a culture of engineering excellence and tackling complex engineering challenges for over 30 years
  • Advanced Tech Stack: Innovative projects where you can apply or enhance your expertise in Cloud, Data, AI, and other emerging technologies
  • World-Class Clients: Work closely with 340+ of the Forbes Global 2000 on creating disruptive solutions that make a global impact
  • Professional Growth: Exceptional support for career development with comprehensive resources for upskilling or reskilling in pioneering practices
  • GenAI Community: Strong AI competencies with 600+ experts across 55+ locations driving GenAI-enabled transformation journeys
  • Entrepreneurial Culture: If you're passionate and dedicated to improving business transformation, we provide the support you need to bring your ideas to life
  • Hybrid Setup: The flexibility to work from any location in Lithuania, whether it's your home or our dynamic offices in Vilnius and Kaunas
  • Other Benefits: Additional vacation and trust days, private health insurance, Employee Stock Purchase Plan and more

Lithuania (Hybrid)

This position offers hybrid setup with the flexibility to work from any location in Lithuania, whether it's your home or our dynamic offices in Vilnius and Kaunas.

Lithuania (Salary)

Salary range €6.7K-€8.5K gross, based on your experience and interview results.

Lithuania (About ••••)

•••• is a leading global provider of digital platform engineering and development services. For over 30 years, our team has helped leading brands navigate the waves of digital transformation, building solutions that help them stay competitive through constant market disruption.With offices in 55+ countries, •••• has grown in Lithuania to over 1,300+ talented innovators in just 5 years. We foster creativity and unconventional ways of doing things, welcoming like-minded professionals to join us.