At a Glance
- Tasks: Lead a global team in delivering innovative solutions for customer excellence.
- Company: Join a dynamic company at the forefront of entertainment technology.
- Benefits: Enjoy unlimited paid time off, hybrid working, and mental health support.
- Other info: Be part of a culture that values growth, creativity, and collaboration.
- Why this job: Make a real impact in a fast-paced environment with cutting-edge technology.
- Qualifications: 10+ years in technical solutions and proven leadership experience.
The predicted salary is between 70000 - 90000 £ per year.
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. The role owns a $1M budget, manages forecasting, and plans resources to support profitable project delivery. Partnering closely with Sales, Project Management, Creative Services, Customer Success, Customer Education, and Product teams, the function covers 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 merges the former Solutions Design Team and Technical Services Team within the Customer Excellence Center. The Director will develop and mentor a high‑performing team of 20 FTEs across the Americas, EMEA, and APAC, ensuring people, quality standards, commercial outcomes, and culture align with organisational objectives.
The Director is responsible for creating processes, standards, and tools that allow the team to operate efficiently and at scale, serving as a recognised authority with deep technical expertise, strong commercial judgement, and extensive experience leading cross‑functional teams.
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 culture that values technical excellence and commercial acumen, ensuring 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.
- 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.
- 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.
- 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.
- Stay at the forefront of emerging technologies in real‑time rendering, virtual production, LED, XR, broadcast, and live events – ensuring the team remains 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.
- 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.
- 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.
- 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.
- 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.
U.S. based candidates: $140-179K (basic). Variable factors include office location, level of experience and job alignment. Compensation for candidates based outside the U.S. will be determined in line with local market benchmarks and internal equity.
Benefits- Unlimited Paid Time Off – minimum to take is 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 support for Parental, Fertility, Miscarriage, Menopause and Transitioning.
- Training, coaching & mentoring.
Director Solutions Design and Delivery in London employer: Disguise
At Disguise, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration across our global teams in Atlanta, LA, New York, and London. With a strong commitment to employee growth, we provide extensive training, mentoring, and clear career pathways, alongside generous benefits such as unlimited paid time off and mental health support. Join us to be part of a forward-thinking company where your contributions directly impact client success and the future of immersive technology.
StudySmarter Expert Advice🤫
We think this is how you could land Director Solutions Design and Delivery in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Disguise. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Disguise before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director Solutions Design and Delivery in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Disguise:Your cover letter is your chance to shine! Tell us why you want to work at Disguise specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Disguise!
How to prepare for a job interview at Disguise
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
