Director of Service & Delivery

Required skills

Requirements

5+ years of experience in professional services, service delivery, or implementation roles
Experience with mortgage industry environments, including lenders, banks, or servicing organizations
Experience with enterprise software platforms and system integrations
Ability to engage confidently with senior and executive-level stakeholders
Deep knowledge of mortgage operations, workflows, and regulatory considerations
Strong communication, organization, and documentation skills in both spoken and written English

Lead end-to-end delivery of professional services engagements, including implementation, configuration, and go-live preparation
Drive delivery accountability, customer outcomes, adoption, and long-term retention
Partner with mortgage and banking clients to understand operational processes, technical landscapes, and compliance requirements
Collaborate with senior and executive stakeholders to align on objectives, risks, timelines, and delivery progress
Translate business and operational needs into actionable system configurations and delivery plans
Manage scope, schedules, dependencies, and client expectations throughout the engagement lifecycle
Coordinate with Product, Engineering, and Support teams to mitigate delivery risks and resolve technical issues
Provide guidance on best practices, process optimization, and effective platform usage
Ensure a seamless transition from implementation to steady-state support and operations
Identify early risks to customer satisfaction, adoption, and retention and address them proactively
Reinforce value realization and support customers in achieving expected business outcomes
Identify opportunities for additional services and expanded platform adoption