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CTERA Networks, a global leader in Hybrid Cloud Data Platform solutions, is seeking a Director of Service Delivery to lead their Professional Services organization across EMEA and APAC regions. This is a hands-on leadership role reporting to the VP of Global Services.
You will lead a team of approximately six Service Delivery Engineers while maintaining direct involvement in customer delivery and operational execution. The role balances strategic leadership with day-to-day operational involvement, requiring you to develop your team, engage directly with customers, and drive successful outcomes through technical expertise and practical leadership.
Key responsibilities include:
- Leading and mentoring the Professional Services team while remaining hands-on in complex customer implementations, migrations, upgrades, and strategic projects
- Serving as the executive escalation point for critical customer engagements
- Maintaining end-to-end visibility across all customer projects, proactively managing risks, blockers, resources, timelines, and satisfaction
- Partnering with Support, Customer Success, Sales, Product Management, and R&D to ensure successful delivery outcomes
- Building trusted relationships with enterprise customers and providing strategic guidance throughout the delivery lifecycle
- Coaching engineers on technical and customer-facing challenges while driving execution excellence
- Establishing and continuously improving scalable delivery processes, governance, methodologies, and implementation standards
- Tracking and optimizing key delivery metrics including project success, utilization, CSAT, quality, and time-to-value
- Leveraging AI-driven capabilities to enhance project management, customer communications, documentation, reporting, and operational efficiency
- Developing dashboards and reporting that provide actionable visibility into project status, customer health, delivery performance, and operational metrics
- Fostering a culture of ownership, accountability, collaboration, continuous improvement, and customer-centricity
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. International travel is required.
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
