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GlideFast Consulting - Service Delivery Director- ITAM/ITSM Pod (Remote)
Reference
JBRQ0001010
Job Details
RemoteRequirements
● Must be a current US or Canada based SDD or SDM or have applicable management experience
● Current technical title of Architect or Senior Architect required
● 2+ years tenure at GlideFast required
● Skillset in at least one of the following areas required: HAM, SAM, EAM
● CIS- HAM, CIS- SAM, highly preferred
● Resume required, cover letter optional
Application Deadline: Wednesday October 29, 2025 at 5 pm ET
Job Title: Service Delivery DirectorJob Type: Full-Time EmployeeReporting to: Associate/Vice President of Professional ServicesLocation: North AmericaTravel Requirements: <10%
JOB SUMMARY:
As the Service Delivery Director (SDD), you are a senior leader responsible for the overall success of Service Delivery Managers and their consulting teams within a designated pod. This role provides strategic oversight, ensuring delivery excellence, talent development, and alignment with GlideFast’s business objectives. The Director balances operational management with long-term vision, driving consistency in service delivery, supporting resource planning, and fostering leadership growth among managers. As part of the senior management team, the SDD plays a key role in shaping organizational practices, advising on companywide initiatives, and reinforcing a culture of accountability, collaboration, and customer success.
ESSENTIAL FUNCTIONS:
● Lead, coach, and develop Service Delivery Managers, reinforcing GlideFast methodology and leadership expectations
● Act as the senior pod leader (aside from the A/VP), providing oversight and stepping in during absences or escalations
● Oversee project staffing and utilization across the pod
● Provide input project scoping, including SOWs, ROMs, and related documents
● Define delivery expectations and promote a culture of accountability, collaboration, and customer success
● Plan, oversee, and deliver continuous performance feedback to employees, ensuring expectations are clear, progress is monitored, and development needs are addressed
● Conduct thorough annual performance reviews that summarize achievements, identify growth opportunities, and align career development goals with organizational objectives
● Monitor pod-wide employee performance, identifying gaps and partnering with managers to implement improvement strategies
● Collaborate with senior leadership to advance organizational goals, talent strategy, and cross-delivery initiatives
ADDITIONAL FUNCTIONS:
● Contribute to cross-delivery and company-wide initiatives, including Centers of Excellence, case studies, and thought leadership
● Support hiring and interview processes for managers and senior consultants
● Participate in Manager Roundtable, Manager Hub, and other leadership forums to share insights and drive improvement
SKILLS/EXPERIENCE:
● Demonstrates full proficiency in the required experience, skillset, software tools, and knowledge areas as outlined in the Delivery Competency Matrix
SOFT SKILLS:
● Self-motivated and accountable, with the ability to take initiative, manage competing priorities, and deliver results independently
● Organized and solution-oriented, with strong time management skills and a proactive approach to problem-solving
● Clear and confident communicator with strong proficiency in English—verbal, written, and presentation—with the ability to convey information effectively to both technical and nontechnical audiences
● Collaborative and open to feedback, with a strong ability to build relationships and work cross-functionally
● Skilled in conflict mediation, with the ability to navigate sensitive situations with professionalism, empathy, and sound judgment
● Customer- and stakeholder-focused, with a consultative mindset and the ability to build trust and understand evolving needs
● Detail-oriented and analytical, with strong troubleshooting skills and a commitment to accuracy and follow-through
● Adaptable and composed in dynamic environments, consistently demonstrating integrity and balanced decision-making
SUPERVISORY:
● Manage and supervise team of Service Delivery Managers
CERTIFICATIONS/EDUCATION:
● Meets the certification criteria outlined in the Delivery Competency Matrix
● Bachelor's degree in computer science, information systems, business administration, or other related fields (or equivalent work experience)
What is the role?
● Lead, coach, and develop Service Delivery Managers, reinforcing GlideFast methodology and leadership expectations
● Act as the senior pod leader (aside from the A/VP), providing oversight and stepping in during absences or escalations
● Oversee project staffing and utilization across the pod
● Provide input project scoping, including SOWs, ROMs, and related documents
● Define delivery expectations and promote a culture of accountability, collaboration, and customer success
● Plan, oversee, and deliver continuous performance feedback to employees, ensuring expectations are clear, progress is monitored, and development needs are addressed
● Conduct thorough annual performance reviews that summarize achievements, identify growth opportunities, and align career development goals with organizational objectives
● Monitor pod-wide employee performance, identifying gaps and partnering with managers to implement improvement strategies
● Collaborate with senior leadership to advance organizational goals, talent strategy, and cross-delivery initiatives
What experience do you need for success?
● Demonstrates full proficiency in the required experience, skillset, software tools, and knowledge areas as outlined in the Delivery Competency Matrix
What will you bring with you?
● Meets the certification criteria outlined in the Delivery Competency Matrix
● Bachelor's degree in computer science, information systems, business administration, or other related fields (or equivalent work experience)
The starting pay range for this role is $0.00 - $0.00. Actual compensation will depend on a number of factors, including actual work location, relevant experience (internal or external), technical skills, and other qualifications.
Apply For This Opportunity
Reference
JBRQ0001010