Director, Delivery Excellence (IT Project Delivery)

The Director of Delivery Excellence is Marco's senior leader responsible for the end-to-end project delivery experience across IT infrastructure engagements — from routine network switch refreshes to complex, multi-site enterprise programs valued at $1M or more. Reporting directly to the VP/GM of Managed & Infrastructure Technology (MIT), this role owns the full customer project journey from booking through completion and formal handover to the support organization. The Director of Delivery Excellence directly leads the Project Management Office (PMO) and its project managers, sets delivery standards and methodology, and drives a culture of quality, consistency, and accountability across all project tiers. This role serves as the catalyst for transforming how Marco executes — establishing repeatable processes, meaningful delivery metrics, and a client experience that Marco's customers and internal teams can depend on. The Director partners closely with the Director of Managed Services through a formal resource governance model to align project demand and capacity across the shared engineering pool.
ESSENTIAL FUNCTIONS:

• Own the full project delivery lifecycle from booking to customer handover, ensuring a consistent, high-quality experience across IT infrastructure engagements of all sizes and complexity — from single-site hardware refreshes to multi-site, multi-million-dollar enterprise programs.
• Directly lead and develop the Project Management Office (PMO) and its project managers, establishing delivery standards, governance frameworks, and processes that drive consistency, accountability, and operational excellence.
• Define, implement, and continuously improve project delivery methodologies, playbooks, and quality checkpoints across all project tiers.
• Own delivery metrics and reporting — build and maintain dashboards that track on-time delivery, scope adherence, customer satisfaction, and project profitability across the full portfolio.
• Partner closely with sales, solutions architecture, and managed services leadership to ensure seamless project intake, accurate scoping, and smooth transitions into delivery.
• Co-lead a weekly resource governance process with the Director of Managed Services to align project demand, engineering capacity, and scheduling across the shared field and project engineer pool.
• Drive the adoption and consistent use of PMIS tooling (currently Moovila) across the PMO and delivery teams, ensuring process adherence and data integrity.
• Serve as the primary escalation point for high-risk or high-visibility project delivery issues, providing timely executive-level communication and resolution coordination.
• Develop and enforce handover standards from project delivery to the support and managed services organization, ensuring continuity of service and strong customer satisfaction at transition.
• Collaborate with the VP/GM of MIT to identify systemic delivery gaps and develop strategic initiatives to address quality, efficiency, and scalability across the delivery organization.
• Build a culture of accountability and continuous improvement, coaching project managers on best practices, professional development, and customer-first delivery behaviors.
• Develop and maintain documentation standards for project delivery, including project plans, status reports, risk registers, change orders, and lessons learned.
• Represent Marco's delivery capabilities to enterprise clients, participating in key project kickoffs, steering committee meetings, and executive business reviews as appropriate.
• Contribute to the evolution of Marco's professional services portfolio by surfacing delivery insights, capacity trends, and client feedback to leadership.

QUALIFICATIONS:

• Bachelor's degree in Information Technology, Business, Project Management, or a related field, and eight or more years of experience in IT project delivery or technology services, with at least three years in a leadership role overseeing a PMO, delivery team, or project management function; or equivalent combination of education and experience. Background from a Value-Added Reseller (VAR), Managed Service Provider (MSP), or Systems Integrator (SI) environment strongly preferred.
• Project Management Professional (PMP) certification preferred but not required. ITIL Foundation certification a plus. Valid Driver's License, proof of personal insurance, and an acceptable driving record.

REQUIRED SKILLS:

• Exceptional organizational skills and deep knowledge of project management principles, methodologies, and best practices applied across a wide range of project types and scales.
• Proven experience directly leading a PMO or project management team, including process design, governance, performance managem