Director of Service Delivery & Project Management | Remote or Grand Rapids, MI

Job Description

Job Description

Description:

What we do

US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services — all powered by its expansive, robust fiber network. We also help customers optimize their IT resources through managed services and professional services that scale with their business.

The opportunity

US Signal is seeking a Director of Service Delivery & Project Management to lead the organization's customer delivery function. You'll own the full order-to-activation lifecycle, driving the operational performance, resource strategy, and customer experience that turn a signed contract into a successfully activated, satisfied customer.

About the role

As Director of Service Delivery & Project Management, you'll lead Delivery Engineering, Project Management, and Order Administration as a unified organization focused on delivery performance, resource utilization, onboarding satisfaction, and scalable process automation. You'll partner closely with Sales, Product, Engineering, and Operations leaders to align delivery capabilities with business objectives and ensure every customer's path to activation is efficient, predictable, and well-supported.

Success in this role means transforming customer orders into activated services with speed and quality, building a scalable and accountable organization, and translating operational data into decisions that improve throughput, capacity, and customer outcomes.

What you'll do

• Own Delivery Execution & Performance: Own the full order-to-activation lifecycle across all service lines, ensuring customer commitments, installation timelines, and quality standards are met with a positive onboarding experience. Define, monitor, and report key performance indicators — cycle time, on-time delivery, resource utilization, delivery throughput, and onboarding CSAT — and drive corrective action on performance trends, using data and capacity forecasts to improve efficiency and scale delivery capabilities.
• Lead Team Leadership & Development: Provide leadership and direction for managers, supervisors, and team leads across Delivery Network Engineering, Delivery Systems Engineering, Project Management, and Order Administration. Own organizational effectiveness, talent strategy, workforce planning, succession planning, and leadership development, building a scalable organization with clear accountability, decision rights, and performance expectations.
• Drive Engineering, Automation & Throughput: Direct technical delivery and delivery systems teams toward standardized, automated provisioning and operational excellence. Prioritize automation, tooling, and process improvement based on delivery bottlenecks, resource constraints, and customer outcomes, scaling organizational capacity through technology and process — not headcount growth alone.
• Manage Customer Accountability & Financial Performance: Own the customer experience throughout the delivery lifecycle, engaging directly on complex or at-risk engagements and resolving escalations at the departmental level. Own departmental budgeting, forecasting, capacity planning, and resource allocation, balancing efficiency, service quality, and financial performance while protecting project margins through disciplined planning and change management.
• Champion Cross-Functional Alignment & Pre-Sales Support: Partner with Sales, Solution Architecture, and Product to validate delivery assumptions, contribute to Statements of Work, and establish realistic delivery commitments, staffing plans, and timelines. Represent the delivery organization in cross-functional planning, and collaborate with Network Engineering, Cloud Engineering, and the Technical Operations Center to ensure seamless handoffs across the build-deliver-support lifecycle.

Requirements:

 

Who you are

You're an experienced operations leader who knows how to turn a customer commitment into a smoothly delivered outcome. You lead leaders, not just individual contributors, and you're comfortable owning a P&L-adjacent function that spans engineering, project management, and administration. You think in metrics and capacity, but you never lose sight of the customer on the other end of the delivery timeline.

What you bring to the team

• Bachelor's degree in a related field, or equivalent combination of education and experience
• 6+ years of experience in technical service delivery, professional services, technical operations, or related customer-facing technology environments
• 3+ years of progressive leadership experience, including direct leadership of managers and supervisors within customer-facing technical organizations
• Experience leading customer delivery organizations supporting cloud, network, data center, or managed services solutions
• Experience with departmental budgeting, resource planning, capacity forecasting, and performance management
• Valid driver's license and insurance
• Availability to consult, assist, and/or perform after-hours support, and ability to travel as needed

Core competencies

• Simplify: Problem Solving, Strategic Thinking
• Put the Customer First: Customer Focus, Service Orientation
• Act Like an Owner: Accountability, Leadership, Business Acumen

What we offer

In return for your contributions, you'll enjoy a supportive team environment, along with:

• Competitive salary based on experience and qualifications
• Real ownership of a multi-function delivery organization spanning engineering, project management, and order administration
• The opportunity to shape delivery strategy, automation, and process at a scaling data center and managed services company
• Remote flexibility
• Comprehensive benefits package including generous paid time off, 10 paid holidays, comprehensive medical, dental and vision insurance, 401(k) retirement plan with employer contribution, Group Term Life insurance covered 100% by employer, and paid volunteer time

Compensation

The anticipated annual salary range for this position is $145,000 - $195,000 depending on location, skills, experience, and other job-related factors. This role is eligible for an annual performance-based bonus. Actual compensation will be determined based on a variety of factors, including but not limited to candidate qualifications, experience, geographic location, and internal equity. This is an exempt, salaried position. 

Working conditions and physical demands

This position may be performed in either a standard office or home office environment. It requires prolonged periods of sitting, frequent use of a computer and other office equipment, effective time management in a self-directed setting, and occasional lifting of items up to 25 pounds.

All US Signal employees are expected to comply with information security policies to ensure the confidentiality, integrity, and availability of company and customer data, as well as applicable state and federal regulations.

We are interested in every qualified candidate eligible to work in the United States. Visa sponsorship is not available at this time.

US Signal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.