Director, Global Services Operations & Excellence
Core
Build and lead a global operations function responsible for optimizing training and advisory service delivery worldwide, establishing structure, operating models, and performance standards across North America, EMEA, and APAC.
Role type
Director, Global Services Operations & Excellence
Builds
Global service delivery function, distributed teams, operational processes, and quality frameworks
Domain
Professional services / Training operations / Global operations
Required skills
Global operations leadership, capacity planning, resource allocation, financial acumen, process design, change management, team development, quality framework design, automation/AI adoption, stakeholder management
Preferred skills
Training/education/consulting background, scaling operations from mid-sized to global, North American/European/Asia-Pacific market experience, Lean/Six Sigma/ITIL/PMP certifications, Prosci change management certification
Technologies
PSA/ERP platforms, scheduling tools, learning management systems, business intelligence solutions (Certinia, Salesforce, Kantata, Power BI, Tableau)
Responsibilities
Build and lead the global services operations team; oversee global capacity planning and resource allocation; manage the complete service delivery lifecycle; establish escalation procedures and resolve operational challenges; define and monitor KPIs; develop operational dashboards; partner with Finance on forecasting and budgeting; design and implement a global service delivery quality framework; lead instructor and consultant quality programs; own the client experience; establish feedback mechanisms; develop global processes and SOPs; oversee adoption of delivery systems; identify and implement automation/AI opportunities; lead and develop a geographically distributed team; represent Service Delivery in cross-functional initiatives; lead organizational and operational change
Seniority
Director, strategic leadership & team building
