Director of Operations – Services Delivery

About this role

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 processing, managed services, field operations, mailroom, logistics, or back-office operations environment.

• Experience implementing automation, workflow systems, or labor-saving technologies in an operations setting.

• Multi-site leadership experience and exposure to client-facing service delivery models.

• Familiarity with service-level agreements, quality frameworks, compliance controls, and operational governance routines.

Core Competencies

• Operational leadership and execution

• Technical aptitude and systems orientation

• Workforce planning and labor optimization

• Lean and continuous improvement mindset

• Analytical thinking and data-driven decision making

• Team development and coaching

• Change leadership and adaptability

• Client and stakeholder management

• Process discipline and quality focus

Success Measures

Success in this role is measured by consistent service execution, achievement of SLA and KPI targets, improved labor efficiency, reduced errors and rework, stronger employee engagement and retention, effective leadership bench strength, and sustained delivery of Lean and continuous improvement results that enhance customer experience and operational performance.

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!

• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!

• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!

• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability

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