Director, Global Services Operations & Excellence

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Global Services Operations & Excellence based in Canada. As the Director, Global Services Operations & Excellence, you will build and lead a global operations function responsible for optimizing training and advisory service delivery worldwide. You will establish the team's structure, operating model, and performance standards to ensure consistent, scalable, and profitable execution across North America, EMEA, and APAC. Working closely with senior leadership, you will translate strategic priorities into efficient operational processes and measurable results. You will oversee resource planning, delivery quality, financial performance, and the overall client experience. This role offers the opportunity to create a new global function, develop a high-performing distributed team, and drive operational transformation through automation and AI. You will play a key role in strengthening service excellence while supporting sustainable business growth. 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.