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.