Director, Global Delivery

At Epiq, your work contributes to complex, global legal outcomes. You’ll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, you’ll do the most meaningful work of your career and see your impact at scale.

Job Description:

Overview

The Global Service Director (“GSD”), Legal Solutions owns the Epiq service partnership with two or more major corporate clients.  The GSD has the ultimate responsibility for the health of each account, overseeing successful matter engagements across all Epiq functions to ensure work achieves client objectives and overall business goals.

The GSD will set and coordinate the implementation of the service and delivery strategy for the account and on specific matters to achieve set outcomes; across all geographies with an integrated approach. This involves setting, monitoring and reporting on SOPs to ensure compliance including product implementation, forensics, collections, client services, advanced technologies, document review services, operations and technology support.  The GSD will have shared responsibility and work in partnership with the assigned Account Director to engage the Client at all levels and keep clients abreast of new and innovative products and services offered by Epiq.  Our expectation is that the GSD will build a deep, trusted relationship with client stakeholders, understanding all facets of their business and challenges.

This role is the primary bridge and service escalation point between the client and internal teams. Epiq is empowering the GSD to coordinate cross-functional teams to deliver high quality work product on-time and maintaining to client scope expectations. This includes providing clear and direct priorities to all Epiq teams per engagement. Importantly promoting collaboration, accountability and effective communication across Epiq business units and geographies, the GSD will proactively address concerns, keeping to the highest level of client satisfaction.

Primary Responsibilities

• Lead the EPIQ team to deliver strategic value by positioning the company as an indispensable strategic partner.
• Drive strategic solutions based on an understanding of the client requirements and application of best practices involving technology and workflows. Particularly including a close connection to emerging industry trends in the application of AI, and need for strong consulting to show ROI.
• Set and implement SOPs across all functions, tailoring to specific client expectations
• Serve as an industry expert and consultant to deliver impactful and differentiated outcomes for the Client from initial project scoping through project completion.
• Serve as a single point of contact and ultimate escalation point for the client for all services.
• Establish roles, responsibilities and milestones for all team members involved in an engagement, communicating expectations clearly to ensure clarity in meeting client outcomes.
• Lead a cohesive, cross-functional delivery group in translating client expectations, holding team members accountable per unit while promoting effective collaboration. 
• Establish best practices which meet client needs and address any prioritization issues that may arise on projects.
• Serve as an integrator, fostering the One Epiq approach among all functional areas.
• Ensure that all aspects of the Client Experience are being met through regular internal and external meetings with defined areas for review.
• Schedule and own integrated monthly (at minimum) check-in/status meetings for the team to provide client with high profile matter or account updates.
• Monitor progress, resolve obstacles, and escalate risks when appropriate. 
• Deliver efficiently in a cost effective manner, and be responsible for the P&L, profitability and achieving contribution margin goals for the account.
• Partner with the Account Director to identify opportunities to expand Epiq’s foothold and service lines within the account globally.
• Foster communication among the entire Account team through set meetings and documented action plans and follow up items.
• At the account level, use metrics, data and reporting to keep the client informed of the general progress made on shared objectives, goals and initiatives on a regularly scheduled basis.
• Own client specific billing process and delivery.

Competencies 

Client Focus –Competent at engaging users of the service, influencers and decision makers within major corporations and law firms;Engages with the clients, both internal and external, and their needs as a primary focus; builds a sustaining collaborative and productive relationship with clients; seeks to understand client situations, issues, expectations, etc.; takes appropriate action to meet client needs and address concerns; implements or utilizes methods to monitor and evaluate client feedback; appropriately meets client needs without jeopardizing business outcomes or results.

Execution – Proven ability and track record to get things done.  Engages full spectrum of delivery professionals in performing high quality and timely deliverables in a way that is coordinated and reported;  anticipates challenges and timeline deviations; communicates schedule, workflow or content non- conformities.  Demonstrates follow through and reliability through every deliverable.

Judgement and Critical Thinking– Identifies and understands problems or issues through analysis of multiple data sources to draw effective conclusions; chooses effective course of action consistent with available information; considers the broad business impact of decisions, not just the impact to oneself or the team.

Consultative Approach – Shares expertise to support decision making and strategic planning; provides useful information that supports the decision making process; takes an active role in influencing key stakeholders involved in critical decisions; acts as a trusted and respected advisor by providing accurate, valid information and insights.

 Measures of Success

• Client satisfaction, retention, and relationship growth 
• Efficient delivery of high-quality work 
• Effective management of scope, risks, and resources 
• Expansion of services and increasing revenue within existing accounts 
• Strong team engagement and collaboration 

Required Qualifications & Characteristics

· A well-rounded, deep understanding of eDiscovery and the litigation support industry which is typically a result of at least six to eight (6 - 8) years in relevant positions with law firms, corporate legal departments or eDiscovery service providers.

· Demonstrated success in the management of service delivery to large, global enterprises

· Oral and written communication skills which provide a strong and confident executive presence. 

· Excellent client relationship skills which include the ability to proactively manage client expectations, recognize client needs and adapt company capabilities to consistently meet client requirements.

· Strong team player and leader with the uncanny ability to break down silos and win the respect of colleagues across functional areas.

The Compensation range for this role is $160,000 USD up to $190,000 USD annually. This will be based on your background and skills alignment with the role.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Must be authorized to work in the United States for any employer.

#LI-REMOTE

#LI-RC1

#1100 Epiq eDiscovery Solutions, Inc.

Your specific salary will be determined based on several factors:

• Location-based market rate for the role

• Your abilities in relation to the job specification

• Performance during screening and interview

• Pay parity with the wider team in the considered location

Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.

Click here to learn about Epiq's Benefits.

Epiq Leadership Compass

Enterprise Decision Making

Applies deep business and financial insight to guide strategic decisions, resource allocation, and thought leadership.

• Use financial and market expertise for long-term direction

• Build strategic partnerships

• Promote a customer-first mindset

• Allocate global resources for innovation and growth

Cultivates a Growth Mindset

Fosters innovation through curiosity, smart risk-taking, and adaptability—aligning change with strategy for lasting impact.

• Promote curiosity and forward-thinking

• Build a culture of innovation through partnerships

• Drive innovation to meet client needs

• Lead innovation with a clear vision

• Align innovation with market trends

Builds Talented Teams

Builds and develops inclusive, high-performing teams aligned to strategic goals for exceptional talent and business results.

• Focus on employee engagement

• Build a strong talent pipeline

Fosters Relationships & Collaboration

Builds trust and alignment through open communication, shared goals, and strong partnerships to drive collective success.

• Build trust-based partnerships

• Nurture long-term relationships

• Remove collaboration barriers

• Celebrate cross-team success

Engages & Influences

Inspires action and alignment through clear communication, purposeful influence, and a compelling vision.

• Use storytelling to build buy-in

• Align communication with organizational goals

• Guild alignment through strong engagement

Maximizes Performance

Sets and reinforces performance standards that drive results, ensure accountability, and align with Epiq’s goals.

• Use data to identify improvement opportunities

• Make informed decisions

• Align team goals with boarder strategy

• Empower teams to manage their own goals

• Translate vision into clear priorities

• Prepare for disruptions with strong change management

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.