Director, Global Services Program Delivery

The Director, Global Services Delivery leads cross-functional programs that deliver consistent, scalable service outcomes across field and centralized service teams. This role drives planning, execution, and continuous improvement across multiple workstreams, regions, and stakeholders. The ideal candidate brings structured program management, strong stakeholder leadership, and a focus on measurable results.

Key Responsibilities: Clearly outline the scope of responsibilities, focusing on the regional/global impact and alignment with strategic objectives

Strategic & Operational Leadership

• Partner with the SVP, Global Services to define and execute strategic priorities across the global services organization.
• Lead cross-functional workstreams such as vendor consolidation, systems standardization, and process optimization.
• Use data, customer and employee feedback, and operational insights to identify and prioritize initiatives that improve performance, enable growth, and drive expense savings.
• Develop and maintain analytics dashboards, KPIs, and reporting frameworks to track program progress and outcomes.

Program & Project Leadership

• Oversee migration and implementation of systems, tools, and service processes across regions.
• Coordinate with regional leaders and key partners including IT, Procurement, Operations, and Finance to ensure alignment and timely execution.
• Build and manage integrated program plans including scope, milestones, budget, dependencies, risks, and communications.
• Establish operating cadences (steering committees, project working sessions, and status reporting) to drive execution and decision-making.
• Track OKRs and KPIs, resolve blockers, and maintain a single source of truth for status, risks, dependencies, and decisions.

Vendor & Systems Optimization

• Support evaluation and selection of strategic vendors and technology platforms.
• Partner with Procurement and IT to streamline vendor relationships, reduce complexity, and improve performance.
• Drive adoption of standardized systems and tools to improve consistency, productivity, and service quality.
• Create and maintain implementation toolkits and playbooks that enable repeatable rollouts while accommodating regional requirements.

Communication & Change Management

• Develop and execute change management plans including stakeholder mapping, communications, training coordination, and adoption measurement.
• Partner with business leaders and functional teams to implement and scale service processes, metrics, and tooling.
• Track and communicate success metrics for service delivery, customer experience, productivity, quality, and compliance.

Key Competencies and Skills

Qualifications

Education:

Bachelor's degree from an accredited institution required.

• Preferred fields of study include Business Administration, Operations Management, Supply Chain Management, Information Systems, Industrial Engineering, Finance, Economics, or a related discipline.

Master's degree (MBA or equivalent) in Business, Operations, Engineering Management, or a related field preferred.

Experience:

* 10-12+ years of progressive professional experience leading complex, cross-functional initiatives in program management, service operations, operational excellence, or enterprise systems implementation.

* 5-7+ years of experience managing large-scale programs with multiple workstreams, including responsibility for planning, execution, risk and dependency management, and executive-level communication.

* Demonstrated experience partnering with senior leaders and stakeholders across Operations, IT, Finance, Procurement, and regional teams to deliver enterprise-wide initiatives.

* Experience leading programs across distributed, multi-region, or global organizations preferred.

* Experience supporting vendor selection, vendor management, systems standardization, and process optimization initiatives preferred.

Certifications:

Project or program management certification strongly preferred, including:

• PMP (Project Management Professional)
• PgMP (Program Management Professional)
• PRINCE2 Practitioner

Additional certifications preferred:

• Change management certification (e.g., Prosci, CCMP)
• Lean Six Sigma Green Belt or Black Belt
• Agile or scaled delivery certifications (e.g., PMI-ACP, SAFe)

Additional Considerations

* An equivalent combination of education and experience will be considered.

* Demonstrated ability to lead through influence, manage ambiguity, and deliver measurable business outcomes is required.