Director - Service Delivery

Position Summary

The Data Center Delivery Leader is accountable for the strategic leadership, operational excellence, and successful delivery of large‑scale data center programs and deployments for Black Box’s hyperscale and enterprise clients. This role ensures that all data center projects and operational activities are delivered on schedule, within budget, at the highest quality standards, and with exceptional client satisfaction.

The Delivery Leader serves as the primary executive interface for clients, providing leadership across engineering, project management, field services, supply chain, and support organizations. This role carries responsibility for operational performance, revenue forecasting, profitability, resource planning, quality assurance, and risk management across multiple concurrent programs.

The Data Center Delivery Leader is expected to be a thought leader within the Data Center organization, driving operational maturity, continuous improvement, and best‑in‑class delivery practices. This role also provides mentorship and leadership to Project Coordinators, Project Managers, Senior PMs, and cross‑functional delivery teams.

Primary Roles & Responsibilities

Program & Operational Leadership

• Executes Black Box standards, processes, and methodologies for data center program planning, deployment, and operational management.
• Leads end‑to‑end delivery of hyperscale or large‑scale data center infrastructure programs, including structured cabling, network infrastructure, power/space planning, and Day 2 operations.
• Develops and maintains multi‑year program roadmaps aligned with client requirements and growth strategies.
• Provides direct leadership and oversight to project managers, field supervisors, installation teams, and operational support staff.
• Establishes program governance structures including org charts, RACI matrices, communication plans, and stakeholder management frameworks.

Client Relationship & Business Management

• Acts as the primary executive point of contact for assigned clients, ensuring alignment on scope, schedule, risks, and expectations.
• Partners with account management to identify client needs and develop scalable solutions and service offerings.
• Conducts recurring client reviews covering program performance, risks, issues, financials, and strategic opportunities.
• Drives expansion of services and identifies new business opportunities within existing accounts.

Program Execution & Delivery Excellence

• Leads the creation and approval of program and project plans, including WBS/OBS structures, requirements management, cost estimates, material planning, and risk/communication plans.
• Oversees installation and build activities, ensuring adherence to design standards, safety requirements, and quality expectations.
• Ensures timely procurement and delivery of materials in partnership with Supply Chain and Procurement teams.
• Develops Statements of Work (SOWs) and negotiates pricing with subcontractors and installation partners.
• Provides leadership for Day 2 support operations across multiple active data center environments.

Financial & Performance Management

• Owns P&L for assigned programs, ensuring profitability and financial accuracy.
• Manages revenue forecasting, cost tracking, margin performance, and financial reporting.
• Ensures compliance with project control fundamentals: scope, schedule, cost, quality, and risk management.
• Reviews SOWs, pricing models, and proposals during pre‑sales cycles.
• Supports contract negotiations, MSAs, SOWs, licensing agreements, and post‑installation support agreements.

Organizational Leadership & Continuous Improvement

• Mentors and develops project management and operational staff across the Data Center organization.
• Promotes continuous improvement of delivery methodologies, operational processes, and PMO standards.
• Drives adoption of best practices in workforce management, resource planning, and operational scalability.
• Achieves performance targets for Key Performance Indicators (KPIs) established by leadership.
• Performs other duties as assigned.

Skills & Abilities

• Deep expertise in data center operations, including hyperscale or large‑scale infrastructure deployments.
• Strong program and project management capabilities with demonstrated success in complex, multi‑site programs.
• Exceptional leadership skills with the ability to inspire and mobilize global, diverse teams.
• Strong client relationship management and consultative communication skills.
• Ability to influence cross‑functional teams and drive organizational change.
• Proven ability to meet aggressive timelines and manage large budgets.
• Excellent written and verbal communication skills.
• Proficiency with MS Office, SharePoint, MS Project, PPM tools, ERP systems, Salesforce, workforce management platforms, and cloud‑based technologies.
• Highly organized, self‑motivated, and capable of managing multiple priorities.

Qualifications

Education

• Bachelor’s Degree required;
• Preferred fields: Engineering, IT, Business, Project Management, or related disciplines.

Certifications

• PMP required.
• PgMP or equivalent advanced program management certification preferred.

Experience

• 10+  years of total work experience.
• 10+ years of project management experience, including 8+ years of program management.
• Proven experience managing at least three programs valued at $100M+ each.
• Experience leading matrixed teams across multiple geographies

Why Black Box?  

Black Box is a leading global technology solutions provider with 2,500+ team members across 24 countries. We design, deploy, and manage world-class IT infrastructure solutions for some of the most demanding environments worldwide. We value innovation, ownership, transparency, and continuous growth—both in our business and our people. When you join Black Box, you join a team committed to delivering excellence and elevating the customer experience.  

Equal Opportunity Employer- Black Box is an equal opportunity employer. We welcome applicants of every background and do not discriminate based on race, color, religion, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected status.