Director of Operations – Services Delivery

Job description

**Director of Operations – Services Delivery** We are seeking a results-driven Director of Operations to lead service delivery in a technical, labor-intensive operating environment. This role is responsible for translating business strategy into disciplined execution across people, process, technology, and performance. The ideal candidate brings a strong balance of operational leadership, workforce management expertise, Lean and continuous improvement practices, and advanced analytical capability to improve service quality, productivity, cost performance, and customer outcomes. **Key Responsibilities** - Lead end-to-end service delivery operations across a technical and labor-driven environment, ensuring safe, efficient, high-quality execution against customer commitments and internal standards. - Own operational performance, including productivity, quality, service levels, turnaround times, labor utilization, capacity planning, and cost management. - Design and manage workforce strategies including staffing models, scheduling, forecasting, shift alignment, cross-training, attendance management, and contingency coverage to meet fluctuating demand. - Build and sustain a culture of accountability, engagement, and operational discipline through strong frontline leadership, coaching, and performance management. - Drive Lean and continuous improvement initiatives using structured problem solving, root cause analysis, standard work, visual management, process mapping, and daily management routines. - Use data and analytics to identify trends, bottlenecks, service risks, and improvement opportunities; develop actionable insights and present clear recommendations to leadership. - Partner with client services, technology, quality, HR, finance, and other cross-functional teams to optimize workflows, implement process changes, and improve customer outcomes. - Lead change management efforts tied to new technology, automation, process redesign, and organizational growth while maintaining business continuity. - Establish and monitor KPIs, dashboards, and operational review cadences to ensure visibility to performance, compliance, and continuous improvement progress. - Oversee site or multi-site management teams, setting clear expectations, developing talent pipelines, and ensuring leadership capability at all levels. - Ensure compliance with company policies, client requirements, regulatory obligations, and health, safety, and security standards. - Support strategic planning, budgeting, and resource allocation to scale operations while improving efficiency and service reliability. **Required Qualifications** - Bachelor’s degree in Operations Management, Business, Engineering, Supply Chain, Industrial Engineering, or a related field; equivalent experience may be considered. - 8+ years of progressive operations leadership experience, including significant responsibility in a service delivery, business process, technical service, logistics, document processing, field service, or similarly labor-intensive environment. - Demonstrated success leading workforce management functions such as forecasting, staffing, scheduling, labor planning, and productivity optimization. - Strong working knowledge of Lean, continuous improvement, Kaizen, standard work, visual management, and root cause problem solving. - Proven experience using data, metrics, and dashboards to manage performance and drive operational decisions. - Experience leading managers and frontline teams in fast-paced environments with variable volumes, strict service levels, and high quality expectations. - Strong financial and business acumen, including budgeting, cost control, and resource planning. - Excellent communication, stakeholder management, and cross-functional collaboration skills. - Advanced proficiency in Excel and experience with workforce management, reporting, and operational systems. **Preferred Qualifications** - Lean Six Sigma certification or formal continuous improvement training. - Experience in technical services, document processing, managed services, field operations, mailroom, logistics, or back-office operations environment. - Experience implementing automation, workflow systems, or labor-saving technologies in an operations setting. - Multi-site leadership experience and exposure to client-facing service delivery models. - Familiarity with service-level agreements, quality frameworks, compliance controls, and operational governance routines. **Core Competencies** - Operational leadership and execution - Technical aptitude and systems orientation - Workforce planning and labor optimization - Lean and continuous improvement mindset - Analytical thinking and data-driven decision making - Team development and coaching