Role: Director of Solutions and Delivery
Location: USA (Atlanta, LA or New York) OR UK (London)
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 post-project handover
- Ensure the delivery team has the right technical resources, tooling, and support to execute projects on time, to scope, and within budget
- Serve as the senior escalation point for complex or high-stakes technical issues across active projects globally
- Champion a culture of customer excellence across the team — where exceeding client expectations is the baseline, not the stretch goal
- Partner with Project Management and Customer Success to ensure projects are delivered profitably and transitions to ongoing support are seamless
Research, Development & Thought Leadership
- Stay at the forefront of emerging technologies in real-time rendering, virtual production, LED, XR, broadcast, and live events — ensuring this new team is always ahead of the market
- Act as a thought leader internally and externally: contributing to industry panels, published content, and speaking engagements that raise the profile of Disguise and the team
- Evaluate new tools, workflows, and vendor partnerships that can improve project outcomes or expand Disguise's solution capability
- Work with Marketing to ensure technical accuracy in product messaging, case studies, and event participation
Commercial & Cross-Functional Accountability
- Own the budgeting and forecasting for this new function in partnership with the SVP Customer Excellence
- Work with Project Management to ensure resource allocation, capacity planning, and project financials are managed effectively
- Contribute to QBRs, business reviews, and strategic planning conversations with senior leadership
- Represent this new team's capabilities and pipeline in cross-functional forums across the organisation
Essential experience we are looking for
- 10+ years of experience in technical solutions, pre-sales, systems design, OR delivery within the entertainment technology, live events, broadcast, or immersive experience sectors
- Proven track record of leading and developing high-performing technical teams — including managers — in a global, fast-paced environment
- Strong technical foundation in one or more of: virtual production, LED stages, broadcast systems, real-time rendering, media servers, or immersive AV technologies
- Demonstrated ability to operate across the full project lifecycle — from first pitch through to post-delivery — with fluency in both pre-sales and execution
- Demonstrated ability to build bridges between creative and technical disciplines — translating vision into executable solutions
- Experience managing budgets, forecasting, and resource planning at a function or department level
- Commercially astute: able to scope projects, assess margin, understand competitive positioning, and contribute to business development strategy
Nice to have
- Experience with Disguise or equivalent media server platforms (Resolume, Green Hippo, Disguise, etc.)
- Familiarity with real-time rendering environments such as Unreal Engine or Notch
- Knowledge of signal transport standards including SMPTE ST2110, SDI, NDI, and related networking protocols
- Experience with system design and diagramming tools such as Vectorworks, Lucidchart, or similar
- Background in esports, sports entertainment, or large-scale immersive activations — a strong plus given Disguise's growth in these verticals
- Well-established network within the live events, broadcast, or virtual production industries
- Experience acting as a brand ambassador through panels, keynotes, or published content
Skills, behaviours and values we are looking for
- Exceptional communicator and presenter: able to influence and inspire at all levels, from client stakeholders to executive leadership to individual contributors
- Strong analytical and problem-solving skills: ability to make sound decisions under pressure
- Driven: being proactive and passionate in seeking what might not immediately be apparent
- Dynamic: being able to pivot quickly with an abundance of energy and resilience
- No Ego: being approachable, authentic and humble
- Willingness to travel globally as project and business needs require
This is the the basic salary range for U.S. based candidates: $140-179K. Variable factors include office location, level of experience and job alignment etc
Compensation for candidates based outside the U.S. will be determined in line with local market benchmarks and internal equity
About Disguise
Disguise is the industry-leading platform sitting at the heart of a new era of visual experiences. One powerful integrated system of software, hardware and services to help create the next dimension of real-time spectacle.
We partner with the biggest entertainment brands and companies in the world to deliver the A-list of live music events, live TV broadcasts, immersive experiences, installations, theatre, film and TV production, corporate communications and brand product launches. Working with Disney, Snapchat, Netflix, ESPN, the Burj Khalifa, and Adele, Disguise is the number one partner delivering the next dimension of entertainment.
Don't Disguise your differences.
Innovation comes from everyone. We strive to create a workplace that reflects our diverse audience. We celebrate our people for their full authentic selves, and embrace uniqueness. Inclusion and Equity matter at Disguise. We create together and we create everywhere.
Our values
- Honest. We are real with ourselves and our clients and share our ideas with openness and transparency.
- Evolutionary. We innovate using our user's ever-changing needs so our technology remains ahead-of-the-game.
- Fearless. We take the best path, not the easiest, and innovate where it's right, not where it's simplest.
- Resilience. We don't give up until we find the right solution, even if it means going outside our remit.
- Belong. We create an environment where everyone feels like they belong and is empowered to do their best work.
Our benefits
- We have a suite of globally relevant competitive benefits packages as we want to make sure we retain the best talent out there. Our benefits for every perm hire, globally include:
- Unlimited Paid Time Off - with minimum time you must take set at 20% above statutory
- Hybrid working between home and our offices (dependent on role and location)
- Mental health and wellbeing support - subscription to the Calm app, mental health first-aid buddies, employee assistance programmes
- Gig allowance - £400 (or local equivalent) to spend on tickets every year to immerse yourself in our industries
- Belonging policies - including (but not limited to) support for Parental, Fertility, Miscarriage, Menopause and Transitioning
- Training, coaching & mentoring
