Director of Service Delivery, Internationals
About this role
Description
About CTERA
CTERA is the global leader in Hybrid Cloud Data Platform solutions, enabling enterprises to securely manage, protect, and mobilize file services across edge locations and cloud environments.
Trusted by some of the world's largest organizations, CTERA combines enterprise-grade security with the simplicity of cloud-native file services.
Position Overview
CTERA is seeking a highly technical, hands-on Director of Service Delivery- Internationals to lead our Service Delivery organization across EMEA and APAC.
Reporting to : VP of Global Services
This role is responsible for leading a team of approximately six Service Delivery Engineers while remaining closely involved in customer delivery and operational execution.
We are looking for a leader who enjoys developing teams, engaging directly with customers, and driving successful outcomes through a combination of technical expertise and practical leadership.
The ideal candidate maintains strong visibility across customer engagements, proactively mitigates risks, and ensures exceptional customer satisfaction through operational excellence, technical leadership, and cross-functional collaboration.
Requirements
- 8+ years of experience in Professional Services or Service Delivery within an enterprise software or SaaS company.
- 3+ years of experience leading technical Service Delivery or Professional Services teams.
- Experience managing teams in a customer-facing technical environment.
- Strong technical background in enterprise infrastructure, hybrid cloud, storage, backup, file services, networking, virtualization, cybersecurity, or related enterprise technologies.
- Proven experience leading complex enterprise customer implementations.
- Experience working with large enterprise customers and understanding enterprise delivery methodologies.
- Experience working in fast-paced, high-growth technology companies where adaptability, ownership, and execution are essential.
- Comfortable balancing strategic leadership with day-to-day operational involvement.
- Strong project management, organizational, and prioritization skills.
- Exceptional customer-facing communication and executive presentation skills.
- Proven ability to manage customer escalations and drive successful outcomes.
- Experience building and improving operational processes.
- Hands-on experience using AI tools such as ChatGPT, Microsoft Copilot, Claude, Gemini, or similar technologies to improve productivity, documentation, reporting, and customer communication.
- Experience leading geographically distributed teams.
- Willingness to travel internationally as required.
Responsibilities
- Lead and mentor the Professional Services team while remaining hands-on in customer delivery.
- Actively participate in complex implementations, migrations, upgrades, and strategic customer projects.
- Serve as the executive escalation point for critical customer engagements.
- Maintain end-to-end visibility across all customer projects, proactively managing risks, blockers, resources, timelines, and customer satisfaction.
- Partner closely with Support, Customer Success, Sales, Product Management, and R&D to ensure successful delivery outcomes.
- Build trusted relationships with enterprise customers and provide strategic guidance throughout the delivery lifecycle.
- Coach engineers on technical and customer-facing challenges while driving execution excellence.
- Establish and continuously improve scalable delivery processes, governance, methodologies, and implementation standards.
- Track and optimize key delivery metrics, including project success, utilization, CSAT, quality, and time-to-value.
- Leverage and promote AI-driven capabilities to enhance project management, customer communications, documentation, reporting, knowledge sharing, and operational efficiency.
- Develop dashboards and reporting that provide actionable visibility into project status, customer health, delivery performance, and operational metrics.
- Foster a culture of ownership, accountability, collaboration, continuous improvement, and customer-centricity.
Originally posted on Himalayas