Director, Global Services Operations & Excellence
J
JobgetherProfessional services
Based in the United States, multiple time zonesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- At least 8 years of experience in service delivery, professional services, or training operations, including 3+ years leading multi-region operations.
- Required Skills
- Business IntelligenceMicrosoft Power BITableauFinancial Management
Requirements
- At least 8 years of experience in service delivery, professional services, or training operations.
- At least 3 years leading multi-region operations.
- Experience establishing a new operations or service excellence function, including organizational design, recruitment, and operating model development.
- Experience improving utilization, delivery costs, service execution, or client satisfaction.
- Experience developing service quality frameworks, facilitator performance reviews, service standards, and client feedback programs.
- Experience managing managers, coordinators, or distributed operational teams across multiple time zones.
- Expertise in capacity planning, resource scheduling, forecasting, and utilization management.
- Financial expertise in delivery margin management, budgeting, forecasting, and cost control.
- Hands-on experience with PSA/ERP and business intelligence tools such as Certinia, Salesforce, Kantata, Power BI, or Tableau.
- Bachelor's degree or equivalent professional experience.
- Willingness to travel approximately 20% of the time.
- Ability to work effectively in a remote, globally distributed environment.
Responsibilities
- Build and lead the Global Services Operations & Excellence function, defining its structure, responsibilities, hiring plan, and operating model.
- Oversee capacity planning, resource allocation, instructor and consultant scheduling, and demand forecasting at least two quarters ahead.
- Manage the service delivery lifecycle from sales handoff and scheduling through delivery, close-out, and billing coordination.
- Establish escalation procedures and resolve scheduling, resource, cancellation, and client challenges.
- Define and monitor operational KPIs, including utilization, delivery timeliness, client satisfaction, costs, and margins.
- Develop dashboards and reporting processes that provide leadership with performance insights.
- Partner with Finance on forecasting, budgeting, cost management, and revenue recognition.
- Design service quality frameworks and lead instructor and consultant onboarding, certification, coaching, and performance programs.
- Oversee delivery systems, including PSA/ERP platforms, scheduling tools, learning management systems, and business intelligence solutions.
- Identify automation and AI opportunities, lead operational change, and develop a geographically distributed team.
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