"Alerted.org

Senior Director, Client Service Delivery

**Employment Type:** Full Time

**Date Posted:** 12/15/2025

**Location:** Sunnyvale, CA

**Pay Range:** 240000.00 - 260000.00 USD per Year

**Job Number:** JO-2512-2795

Primary Function

Serve as the senior leader accountable for the health, development, and operational performance of the Event Production Managed Service. This role holds ultimate ownership for inspirational team leadership and service quality and strategic alignment, actively guiding the service delivery leadership team while championing innovation and continuous improvement across the services. Drive exceptional client satisfaction, contractual performance (SLAs/KPIs), and financial optimization through expert communication, and strategic roadmap development.

WORK LOCATION

Hybrid, in-office 3+ days per week

Duties & Responsibilities

+ Own the operational client relationship with client stakeholders, acting as the primary contact to foster a long-term, trusted, and highly collaborative partnership.

+ Support and actively guide the service delivery leadership team, providing daily direction, resources, and mentorship to empower them in the successful execution of day-to-day operations and to achieve consistent adherence to all contractual SLAs and KPIs.

+ Lead and own client meetings, defining strategic agendas, driving productive discussions, capturing action items, and ensuring all critical stakeholders are aligned on direction and expectations.

+ Develop and champion the strategic roadmap for event production services, working in partnership with the client to align service growth and capability development with evolving internal needs. Identify needs and write effective business justifications.

+ Champion and drive change management, continuous service improvement, and innovation. Partner directly with the leadership team to develop and implement forward-looking strategies.

+ Act as the senior point of escalation for service delivery risks and challenges, ensuring immediate, transparent, and solutions-focused resolution that keeps client leadership proactively informed.

+ Lead and develop a high-performing team, providing thoughtful coaching, rigorous performance guidance, strategic resource planning, and supporting managers with staff performance management and career pathing.

+ Drive service optimization by identifying systemic service gaps and deficiencies, developing comprehensive action plans, and ensuring their successful, measurable implementation across the operation.

+ Monitor financial performance across the managed service contract, identifying areas for efficiency improvements and ensuring strict adherence to budgetary targets and cost-saving initiatives.

+ Analyze and report on operational metrics, team performance, and service quality in high-impact executive summaries, using data-driven insights to drive continuous improvement initiatives.

+ Deliver Monthly/Quarterly/Annual Business Reviews to senior client stakeholders, clearly articulating delivered value, strategic accomplishments, performance metrics, and forward-looking recommendations.

+ Partner with company leadership and executive sponsors to access relevant best practices, apply cross-contract learnings, and network with other industry managers and emerging talent.

+ Occasional travel, special projects, and other duties as assigned.

Skills & Qualifications

+ Candidate must be a proven proactive leader and foster collaborative environments

+ A phenomenal listener and an excellent presenter

+ Demonstrated expertise in analysing and solving complex problems and an interest in developing new strategies

+ An overall understanding of production processes is necessary and a strong sense of urgency in solving customer requests to ensure timely resolution is critical

+ Strong analytical and problem-solving skills related to service and contract management

+ Strong research and data analysis skills, coupled with ability to translate information to generate impactful reports and recommendations

+ Strong people skills. Sensitivity and tact in dealing with staff/partners/clients at different levels

+ Strong manager, coach, and leader with exemplary personnel supervisory skills and abilities

+ Well-organized and capable of handling multiple assignments on tight deadlines

+ Demonstrated program, project, and budget management

+ Proficient with standard MS Office applications and G-Suite. Knowledge of existing and developing software solutions for enterprise business management, and project management. Capable of generating client-facing documents and business presentations.

+ Commitment to excellence, ongoing education and to the mastery of their craft

Education & Experience

+ 10+ years’ related work experience in a program or project management position, preferably in digital/interactive content, video production, or live event services

+ 5+ years’ experience in a senior level management or operational management role

+ Experience working internationally, or across multi-venue campuses

+ Bachelor’s Degree in Information Technology, Communications, Digital Media, Business, or related field required

+ MBA, CTS, PMP or ITIL Certification preferred

To Apply

Use the link at the bottom of this page to apply. Make sure you are using the latest version of your browser.

Diversity Inclusion & Customer Service Statement

TeamPeople, a division of System One, is an organization dedicated to providing superior customer service. Outstanding customer service encompasses everything from performing the technical, creative and operational aspects of our jobs to the best of our ability, to going the extra mile to assist our customers and colleagues in any way. TeamPeople not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

We respect, value and celebrate the unique attributes, characteristics and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to collectively and more effectively address the issues that face our customers. It is our aim, therefore, that our partners, strategies and investments reflect these core values. TeamPeople is dedicated to providing superior customer service and is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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