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 proc…