Director of Operations – Services Delivery

**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