Director, Service Delivery

Bright Horizons•Westminster, CO

2d•$114,000 - $137,000•Hybrid

About The Position

The Director, Service Delivery is responsible for leading and optimizing cross-functional operational teams that support the successful delivery of services across the organization. This role oversees multiple functions, which may include provider accounts, recruiting, onboarding, compliance, quality assurance, operational support, strategy, and other service delivery teams. The Director ensures operational excellence through effective leadership, scalable processes, and a strong focus on quality, compliance, customer experience, and business outcomes. This is a hybrid position requiring 3 days a week onsite at our headquarters in Westminster, CO. The Director is accountable for developing and executing operational strategies that improve efficiency, drive organizational performance, support growth initiatives, and enhance stakeholder satisfaction. This position partners closely with leaders across Operations, Client Services, Product, Technology, Finance, Human Resources, and other business functions to align priorities, streamline workflows, and implement innovative solutions that support both current and future business needs. The role is responsible for establishing performance metrics, monitoring service levels, managing operational risks, identifying opportunities for continuous improvement, and building high-performing teams. The Director drives accountability, fosters collaboration across departments, and ensures operational processes, resources, and capabilities are aligned with organizational objectives and strategic priorities. Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. Our workplace reflects this commitment—with collaborative environments, meaningful benefits, and a culture that supports both career growth and personal well-being. Whether you’re caring for children or powering the systems and partnerships that make it all possible, at Bright Horizons, you’re the difference.

Requirements

Bachelor's Degree
In lieu of a degree, an additional 5 years of experience may be considered
5 years of experience in managing P&L and strategic direction of a business unit
5 years of experience in vendor management and large contract negotiations

Nice To Haves

Strong strategic thinking and analytical skills.
Results-driven leader with a focus on execution and accountability.
Strong business and financial acumen.
Excellent communication and presentation skills with the ability to influence senior leaders.
Proven ability to build partnerships and lead cross-functional initiatives.
Experience driving operational excellence and large-scale process improvements.
Innovative mindset with a willingness to challenge the status quo and develop new solutions.
Demonstrated success leading, developing, and retaining high-performing teams.
Strong problem-solving and decision-making capabilities in complex environments.
Ability to balance strategic priorities with operational execution.

Responsibilities

Develop and execute service delivery strategies that support organizational priorities, operational effectiveness, business growth, and stakeholder satisfaction across multiple functions and service lines.
Analyze operational performance, capacity needs, and service trends to identify opportunities for improvement, scalability, risk mitigation, and enhanced business outcomes.
Lead cross-functional partnerships and vendor relationships to ensure effective service delivery, operational alignment, cost management, and achievement of business objectives.
Collaborate with internal and external stakeholders to develop solutions, address operational challenges, and continuously improve service quality, efficiency, and customer experience.
Partner with business leaders and key stakeholders to design and implement initiatives that strengthen operational performance, improve service outcomes, and support organizational goals.
Provide leadership, direction, and support to managers and teams responsible for service delivery, fostering a culture of accountability, collaboration, innovation, and continuous improvement.
Establish, monitor, and report on key operational metrics and service levels, driving data-informed decisions, process improvements, and operational excellence.
Build organizational capability through workforce planning, talent development, succession planning, performance management, and strategic resource allocation while maintaining accountability for operational budgets, financial performance, and overall service delivery results.
Determines service delivery strategies, operating models, and organizational priorities to support business objectives, growth initiatives, and operational excellence across multiple functions.
Establishes and implements new operational processes, service delivery approaches, and support strategies to improve efficiency, scalability, quality, and stakeholder experience.
Makes decisions regarding budget allocation, resource planning, vendor partnerships, and investment priorities to optimize service delivery performance and financial outcomes.
Evaluates operational performance, service outcomes, and key business metrics to establish goals, drive continuous improvement, and ensure achievement of strategic objectives.
Develops and executes strategies for service delivery, operational support, compliance, onboarding, recruiting, provider account management, and other assigned functions to meet current and future business needs.
Determines workforce structure, staffing models, and organizational design to ensure teams are appropriately positioned to deliver results and support organizational growth.
Prioritizes initiatives, projects, and operational resources based on business impact, risk, customer needs, and strategic value.
Makes decisions related to service standards, performance expectations, operational risk mitigation, and process improvement efforts to ensure high-quality, compliant, and efficient service delivery.