Director of Service Delivery

The Director of Service Delivery owns iEnet’s services organization; engineering, project management and program management; including any products we build for customers, and the revenue stream that runs through it, from purchase order through delivery, invoicing, and recognized revenue. This is a hands-on, technical leadership role: deep enough in the work to engage substantively with engineers, integrators, and customers, and senior enough to speak for the business when the CEO isn’t in the room.

You own the total customer relationship and everything that affects delivery results. You'll build and lead the services organization and its culture; hiring, developing, reviewing, monitoring and holding the team accountable; and run operations as a program, not a collection of projects. Decisions made and owned quickly, teams empowered to do the same. You'll be as invested in growing the business as the CEO and sales leader.

Today the services organization delivers roughly $6M a year. The plan is to frow that to $10M within two years and $20M in four to five years; this role owns that trajectory.

YOUR PRIMARY RESPONSIBILITIES

Service Delivery Leadership

• Oversee project management, program management, and engineering with a focus on protecting and growing both top and bottom line.
• Stay engaged across every project, attending kickoffs and spending time at key customer job sites to support the team and reinforce customer relationships.
• Own team structure and hiring, building the operations team needed to support growth in a non-compartmentalized environment.
• Run delivery programmatically, with standing cross-functional project reviews that include PM, engineering, sales, and fulfillment, with the expectation that every project ships with a documented feedback loop that strengthens the team and the next opportunity.
• Lead and develop the operations organization: Program Managers, Project Managers, Engineering Manager, and engineering staff, with a clear distinction between program-level customer stewardship and tactical project execution.
• Manage to the operational budget with full accountability for margin, cost efficiency, and revenue realization.
• Partner with finance on forecasting, resource planning, and investment decisions; report regularly to executive leadership on the metrics that drive revenue and growth.
• Drive continuous improvement across operations, specifically cycle time, customer experience, and margin.
• Introduce tools, technologies, and workflows that reduce manual effort, improve data visibility, and accelerate commercial decision making.

Revenue & Customer Growth

• Partner with sales and executive leadership to evolve revenue strategies across target verticals, including critical infrastructure and transportation.
• Stay closely connected to pipeline, deals, and customer commitments; own the operational levers that move deals to closed revenue with high customer satisfaction.
• Convert strategic accounts into program-level relationships, white-glove customer stewardship, custom reporting, business and project reviews and use that model to grow recurring revenue with the customers who can scale with us.

QUALIFICATIONS

• 10+ years in a leadership role involving project execution, customer relationships, budgets and technical delivery.
• Proven experience leading delivery or operations in a fast-growing organization, ideally one scaling from $5M to $20M range and beyond.
• Deep technical knowledge of networking, industrial or critical infrastructure solutions, with the ability to engage substantively with engineers, integrators and customers.
• Solid command of project management in complex, project-driven environments.
• Commanding customer presence and service mindset, approachable, credible, and effective in front of customers at both the executive and project delivery levels.
• Strong financial acumen with experience managing budgets, margins, and P&L.
• Willingness to be in the field: job sites, project kickoffs, and in front of customers.
• Sales-minded operator. Fundamentally aligned with revenue and growth; treats operations as a lever for winning and keeping business, not a cost center.

ADDITIONAL INFORMATION

• Location: Wilsonville, OR, onsite in office.