Director Solutions Design and Delivery

Role: Director of Solutions and Delivery
Location: USA (LA or New York)
Centre: Customer Excellence
Reports: 20 FTEs across the Americas, EMEA, and APAC.
Reports to: SVP Customer Excellence 

 

About the role

The Director of Solutions and Delivery leads a global function spanning key stages of the customer journey, from pre-sales and solution design through to on-site delivery and post-project handover. This person will own a budget of $1M, as well as forecasting, and resource planning to support profitable project delivery.

Partnering closely with Sales, Project Management, Creative Services, Customer Success, Customer Education, and Product teams, this function  supports the full spectrum of customer delivery—from complex RFPs and designing multi-surface LED environments to commissioning virtual production stages and supporting live broadcast deployments.

This newly created role brings together the former Solutions Design Team  and Technical Services Team within the Customer Excellence Center. The Director of Solutions and Delivery will develop and mentor a high-performing team (20 FTEs) across the Americas, EMEA, and APAC.

This person will have end-to-end accountability for this new team; its people, its quality standards, its commercial outcomes, and its culture. As well as ensuring the team is fully integrated within the broader Customer Excellence organisation and aligned with its strategic objectives.

The Director of Solutions and Delivery will be responsible for developing the processes, standards, and tools that allow the team to operate efficiently and at scale.

This person will be a recognised authority in their field, with deep technical expertise, strong commercial judgement, and extensive experience leading teams that bridge creative vision and technical delivery. They will bring an ambitious vision for a unified solutions and delivery function, together with the organisational and interpersonal skills to turn that vision into reality.

What you will do 

Team Leadership & Organisational Development

• Build, lead, and develop the global merger of Solutions Design and Technical Services teams into a single, cohesive operating model
• Line manage leaders across the Americas, EMEA, and APAC regions, with accountability for the team's performance and development
• Establish a team culture that values both technical excellence and commercial acumen — where every team member understands their impact on client outcomes and business results
• Define and implement consistent ways of working, quality standards, and best practices across both design and delivery functions globally
• Develop clear career pathways and actively invest in the growth of individuals across the team

Pre-Sales & Solutions Strategy

• Partner with Sales and Business Development from early-stage client engagement through to shaping technology solutions, RFP responses, and contributing to high-value pitches
• Ensure a client-centric, commercially informed approach to scoping and solution design across all engagements
• Raise the commercial fluency of the team — building awareness of margin, pricing strategy, upsell opportunities, and competitive positioning within the Disguise portfolio
• Act as a senior technical voice in client conversations, translating complex solutions for both technical and non-technical audiences
• Oversee the consistency and quality of all demo materials, pitch assets, and tender responses produced by the team globally
• Collaborate with third parties such as Experience Design Consultants

Solutions Design & Technical Scoping

• Lead the team in delivering detailed system designs, equipment specifications, ROMs, SOWs, and project documentation to a consistently high standard
• Ensure designs for complex environments — virtual production stages, LED stages, broadcast solutions, immersive experiences, esports activations — are technically sound, commercially viable, and executable by the delivery team
• Drive cross-regional consistency in how solutions are designed and documented, reducing variability and improving client confidence
• Work closely with Product Management to represent customer needs, surface feature requests, and inform the Disguise product roadmap

Delivery Oversight & Customer Excellence

• Maintain executive-level visibility across the full project portfolio — from pre-production through on-site delivery, systems training and