Director of Service Delivery

Customer Services Washington, District Of Columbia


Join the OPEXUS team that supports our customer USAID by providing cutting-edge technology services across the globe.  This is an exciting opportunity for a Director of Service Delivery responsible for the programmatic and day-to-day operations of OPEXUS's high-growth government IT services account to support critical operations for USAIDThis role reports to the Program Manager and ensures that the account delivers high-quality services, meets its financial and strategic goals, and maintains a positive and productive work culture.

Role and Responsibilities:

  • Serve as the operational leader accountable for establishing and maintaining governance and practices that align with contractual obligations, account goals and stakeholder vision
  • Collaborate with the account team, including account prime, and executive leaders to set targets and monitor key performance indicators, such as revenue, profitability, customer satisfaction, employee engagement, and innovation through value-add reporting, dashboarding and data storytelling
  • Establish and maintain durable processes, such as onboarding and training programs, time-tracking compliance, professional development, entity integration and relationships and employee engagement, agile delivery, new business/change orders/out -of-scope work requests
  • Continuously assess organizational structure for optimization and consult leadership with recommended changes to maximize efficiency, customer satisfaction and employee experience
  • Manage and optimize account resources, such as human capital, technology, infrastructure, partnerships, and vendors by creating reporting visibility of forecasted needs
  • Support shared services units, such as sales, marketing, delivery, finance, HR, and IT in driving operational improvements related to the delivery of IT Services
  • Identify risk and mitigate negative impacts that may affect the reputation, quality, or efficiency of the account and company by establishing risk management protocol
  • Drive continuous improvement and innovation initiatives that enhance the competitive edge and customer satisfaction
  • Foster a culture of excellence, collaboration, diversity, and accountability across the account and key stakeholders


  • Bachelor's degree or higher in business administration, management, or a related field
  • 10+ years of experience in the government IT services industry, with proven leadership and operational skills and strong grasp of market, trends, and best practices such as PMP, ITIL, Dev/Sec/OPS, etc...
  • Experience in a high-growth account with scaling and transforming operations from people-based to process dependent
  • Proven track record of successful change management implementations, including process implementation and communication practices  
  • Experience with Private Equity preferred