Director of Service Delivery

Hayden AI•San Francisco, CA

About The Position

Hayden AI is seeking a Director of Service Delivery to lead and scale our service delivery operations as we support rapid growth across public-sector transit and mobility programs. This role is responsible for ensuring high-quality, timely, and cost-effective delivery of route annotation, QA, data processing, and related program management functions that underpin our core products and customer commitments. Reporting directly to the SVP, Global Operations, this leader will own execution across both internal teams and external subcontractors, driving operational excellence, accountability, and continuous improvement at scale.

Requirements

Bachelor’s degree in Business Administration, Engineering, Operations Management, Computer Science, or a related field (or equivalent practical experience).
10+ years of experience in service delivery, operations, or program management roles within technology, data, or services organizations.
Proven experience leading teams while also delivering results through multiple subcontractors or external partners.
Strong operational rigor with the ability to manage complex, multi-threaded delivery environments.
Excellent executive communication skills, with comfort operating at both strategic and tactical levels.
Position requires up to 10% travel.

Nice To Haves

Lean Six Sigma Green Belt or Black Belt certification.
Experience scaling operations in a high-growth or startup environment.
Familiarity with public-sector or enterprise customers is a plus.

Responsibilities

Own end-to-end service delivery for Route Annotation, QA, data processing, and supporting program management functions.
Translate strategic objectives into executable operating plans, KPIs, and delivery commitments.
Ensure delivery outcomes meet quality, cost, and timeline expectations for customers and internal stakeholders.
Lead, develop, and scale high-performing internal teams across service delivery functions.
Manage and optimize the performance of multiple subcontractors and third-party vendors, ensuring results are delivered through clear SLAs, metrics, and accountability.
Balance hands-on leadership with delegation, enabling teams and partners to execute effectively.
Establish and maintain quality standards across annotation, QA, and data processing workflows.
Apply Lean Six Sigma principles to identify inefficiencies, reduce variation, and improve throughput, quality, and cost.
Drive root-cause analysis and corrective actions for delivery or quality issues.
Partner closely with Product, Engineering, Quality, Field Operations, and Customer teams to ensure alignment and smooth handoffs.
Communicate clearly and proactively with executive leadership on performance, risks, and improvement initiatives.
Lead complex, cross-functional programs that require coordination across teams, vendors, and geographies.
Design and evolve scalable service delivery models, processes, and governance as the business grows.
Build repeatable operating rhythms, dashboards, and management cadences.
Support future growth by improving predictability, resilience, and cost efficiency of service delivery operations.