Director of Operations - Services Delivery

Job Description

Job Description

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.
• Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason.
• Bonuses: Are available for employee and client referrals for current employees.
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, 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, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is a global workplace solutions and business transformation company operating in more than 20 countries . Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.

Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

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Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.