Service Delivery Operations Director

The Operations Director will play a critical role in supporting and enhancing the effectiveness of the service delivery teams. This role will ensure operational excellence by defining processes, tools, and metrics to optimize service delivery, scalability, and team performance. Acting as a key partner to leadership, this position will align cross-functional stakeholders to drive efficiency, innovation, and collaboration across the service delivery practice areas. 

Essential Functions and Responsibilities: 

• KPI Development & Monitoring: Define, track, and report on key performance indicators (KPIs) to measure the efficiency and effectiveness of service delivery operations, including utilization and project delivery metrics. 
• Data-Driven Insights: Develop and maintain dashboards to monitor operational performance. Provide data analysis and actionable insights to identify trends, inefficiencies, and areas for improvement within the service delivery team. 
• Reporting & Metrics: Establish a consistent reporting cadence for operational performance, project milestones, resource utilization, and SLA adherence. Present findings to leadership and recommend adjustments based on data. 
• Process Documentation: Own and maintain comprehensive documentation for all service delivery processes, workflows, and procedures to ensure alignment, transparency, and scalability. Regularly review and update documentation to reflect changes and best practices. 
• Project Coordination: Drive cross-functional project coordination, ensuring milestones, dependencies, and deliverables are tracked and achieved on schedule. Act as the central point of accountability for project updates and stakeholder communication. 
• Process Optimization: Implement continuous improvement initiatives to streamline workflows, reduce inefficiencies, and improve team productivity. Partner with technical leads to standardize processes across the teams. 
• Operational Frameworks: Develop and operationalize frameworks for incident management, change management, and escalation processes. Ensure these frameworks are consistently applied and measured against predefined success metrics. 
• Resource Planning: Partner with finance and leadership to forecast and track resource allocation, capacity planning, and budget utilization. Ensure alignment with organizational goals and priorities. 
• Tool Optimization: Oversee the configuration, integration, and enhancement of tools used by the service delivery teams (e.g., Jira, ServiceNow, Kantata). Ensure tools are leveraged effectively to track performance and maintain data integrity. 
• Compliance & Governance: Ensure operational processes and documentation comply with internal policies, security standards, and regulatory requirements. Conduct periodic audits to verify adherence. 
• Collaboration on Strategic Initiatives: Support the execution of strategic projects, such as AI-driven operational enhancements or infrastructure upgrades, by providing clear metrics for success and coordinating cross-functional efforts.

By focusing on measurable outcomes, this role will ensure operational processes and initiatives directly contribute to improved performance, scalability, and the overall success of the service delivery team. 

Requirements:

• 10+ years of experience in operations and project management, with a focus on technical teams or IT organizations. 
• Proven track record of supporting technical engineering teams and driving operational excellence. 
• Strong familiarity with IT service delivery models, DevOps practices, and engineering workflows. 
• Experience with tools like Jira, ServiceNow, Salesforce, and monitoring platforms. 
• Exceptional analytical and problem-solving skills with the ability to interpret complex data. 
• Excellent communication and business acumen to influence internal and external stakeholders. 
• Demonstrated ability to manage cross-functional projects, drive initiatives, and overcome obstacles. 
• Strong background in process improvement methodologies (e.g., Six Sigma, Lean). 
• Self-motivated, accountable, and adaptable in a fast-paced environment. 
• Bachelor's degree in a related field (e.g., IT, Business, Operations); advanced degree preferred.