Director, Global Services Operations & Excellence

Accountabilities

You will establish and lead the Global Services Operations & Excellence function, ensuring operational consistency, financial performance, and outstanding client experiences across all regions.

• Build and lead the global services operations team, defining its charter, organizational structure, responsibilities, hiring plan, and operating model.

• Oversee global capacity planning, resource allocation, instructor and consultant scheduling, and demand forecasting at least two quarters ahead.

• Manage the complete service delivery lifecycle, from sales handoff and scheduling to logistics, delivery, close-out, and billing coordination.

• Establish escalation procedures and resolve operational challenges, including cancellations, resource shortages, scheduling conflicts, and client concerns.

• Define and monitor key performance indicators, including utilization, on-time delivery, cancellation and rescheduling rates, client satisfaction, delivery costs, and margins.

• Develop operational dashboards and reporting processes to provide leadership with actionable performance insights.

• Partner with Finance on forecasting, budgeting, cost management, and revenue recognition.

• Design and implement a global service delivery quality framework, including standards, session observations, quality audits, and performance assessments.

• Lead instructor and consultant quality programs covering onboarding, certification, coaching, performance reviews, and development.

• Own the client experience throughout the service journey, ensuring consistent delivery standards across regions and formats.

• Establish feedback mechanisms, analyze client insights, and collaborate with Product and Content teams to drive continuous improvement.

• Develop and document global processes, standard operating procedures, governance frameworks, and operational reporting structures.

• Oversee the adoption and effective use of delivery systems, including PSA/ERP platforms, scheduling tools, learning management systems, and business intelligence solutions.

• Identify and implement automation and AI opportunities to improve efficiency, consistency, and scalability without proportionally increasing headcount.

• Lead, coach, and develop a geographically distributed team, fostering accountability, operational discipline, and a culture of service excellence.

• Represent Service Delivery in cross-functional initiatives and leadership discussions, stepping in for senior leadership when required.

• Lead organizational and operational change by applying structured change management principles.

Requirements:

The ideal candidate combines extensive professional services or service delivery experience with strong operational leadership, financial expertise, and the ability to build a new global function from the ground up.

• At least 8 years of experience in service delivery, professional services, or training operations, including 3+ years leading multi-region operations.

• Demonstrated experience establishing a new operations, service excellence, or similar function, including organizational design, recruitment, and operating model development.

• Proven track record of improving operational performance through increased utilization, reduced delivery costs, faster service execution, or improved client satisfaction.

• Experience developing service delivery quality frameworks, facilitator performance reviews, service standards, and client feedback programs.

• Experience managing managers, coordinators, or distributed operational teams across multiple time zones.

• Strong expertise in capacity planning, resource scheduling, forecasting, and utilization management for employee and/or contractor workforces.

• Solid financial acumen, including delivery margin management, budgeting, forecasting, cost control, and collaboration with Finance teams.

• Hands-on experience with PSA/ERP and business intelligence tools such as Certinia, Salesforce, Kantata, Power BI, or Tableau.

• Strong process design and continuous improvement capabilities; knowledge of Lean, Six Sigma, or ITIL methodologies is an advantage.

• Familiarity with automation and AI applications in operational workflows, with the ability to encourage responsible experimentation and adoption.

• Understanding of data security, confidentiality, and intellectual property requirements when implementing AI solutions.

• Excellent communication and collaboration skills, with the ability to engage effectively with senior executives and operational teams.

• Strong leadership capabilities, including developing talent, building effective teams, driving change, and making data-informed decisions.

• Bachelor's degree or equivalent professional experience.

Preferred Qualifications:

• Experience in training, education, consulting, or learning services.

• Background scaling operations from mid-sized organizations to global environments.

• Experience working across North American, European, and Asia-Pacific markets.

• Lean, Six Sigma, ITIL, or PMP certifications.

• Familiarity with change management methodologies; Prosci certification is an advantage.

Additional Requirements:

• Willingness to travel approximately 20% of the time.

• Ability to work effectively in a remote, globally distributed environment.

Benefits:

• Eligibility to participate in a company bonus program.

• Generous flexible paid time off, company holidays, and volunteer time.

• Comprehensive medical, dental, and vision insurance.

• Life insurance and long-term disability coverage.

• Retirement savings plan (RRSP) with company matching.

• Access to LinkedIn Learning and professional development resources.

• A predominantly virtual work environment with opportunities to collaborate with international colleagues.

• Employee-led interest groups and resource communities.

• Opportunities to connect with colleagues through local and market-wide in-person events.

• An inclusive, collaborative, and learning-oriented workplace culture.