Senior Strategy Director, Service Operations
About The Position
The Senior Strategy Director, Service Operations develops and executes strategic initiatives to strengthen service delivery, operational performance, and business outcomes. The role combines strategic planning, cross-functional leadership, and operational accountability to ensure services are reliable, scalable, and aligned with evolving business and customer needs. The position leads a team of approximately 8–10 professionals and partners with Information, Technology, Product, Data, Commercial, and other business functions to translate strategy into actionable priorities and measurable results. It provides senior accountability for service performance, operational improvement, and significant business- or customer-impacting issues. The role owns Service Operations strategy, priorities, and roadmaps; service performance and reliability; continuous improvement; significant incident and escalation leadership; operational readiness of new or changed services; service governance, performance measurement, and risk management; cross-functional alignment; and recommendations for capability and service investments.
Requirements
- Bachelor's degree or an equivalent combination of education and relevant professional experience.
- Significant experience in strategy, service operations, service delivery, information, data, technology, or a comparable business function.
- Demonstrated experience developing strategies and translating them into operational plans and measurable outcomes.
- Experience leading and developing professional teams within a complex, matrixed organization.
- Experience leading cross-functional initiatives and influencing senior stakeholders across organizational boundaries.
- Strong strategic, analytical, problem-solving, and business judgment skills.
- Demonstrated ability to manage complex operational issues and senior-level business or customer escalations.
- Strong written and verbal communication skills, including the ability to translate complex issues for executive audiences.
Nice To Haves
- Experience leading strategy and operations for information, data, analytics, technology, or healthcare-related services.
- Experience with service management, continuous improvement, operational performance, and transformation.
- Experience operating in a complex or regulated environment involving data governance, privacy, security, quality, or compliance requirements.
- Demonstrated success improving service reliability, scalability, efficiency, or customer experience.
Responsibilities
- Develop and execute strategies, priorities, and roadmaps aligned with broader business objectives and evolving customer needs.
- Translate strategic objectives into actionable plans, capabilities, investments, and measurable outcomes.
- Lead, coach, and develop a team of approximately 8–10 professionals, setting priorities, goals, accountability, and performance expectations.
- Identify emerging business, information, technology, and operational requirements and recommend strategies to address them.
- Develop business cases and recommendations for investments that improve service capabilities, performance, scalability, and efficiency.
- Advise senior leadership and provide strategic and operational recommendations.
- Oversee the performance, reliability, quality, and continuous improvement of services within the function's scope.
- Establish service standards, governance, performance measures, management routines, and escalation processes.
- Monitor service performance and operational trends to identify risks, systemic issues, and opportunities for improvement.
- Lead significant service incidents and business or customer escalations, ensuring ownership, coordination, communication, and resolution.
- Drive root-cause analysis and corrective actions for material or recurring service issues, preventing recurrence and strengthening reliability.
- Ensure new or significantly changed services have operational readiness, ownership, support models, monitoring, documentation, and controls.
- Maintain a prioritized roadmap for strategic and operational improvements informed by business priorities, service performance, customer feedback, and operational risk.
- Identify opportunities to simplify, standardize, automate, and improve service processes and operating models.
- Partner with Product, Technology, Information, Data, and other functions to incorporate operational requirements into new capabilities and strategic initiatives.
- Use performance data and operational insights to identify longer-term trends and inform future service and capability investments.
- Establish measures to evaluate the effectiveness and business impact of strategic and operational initiatives.
- Build partnerships across business, Information, Technology, Product, Data, Commercial, and customer-facing organizations.
- Translate complex strategic and operational issues into clear business implications, options, recommendations, and actions.
- Facilitate decisions across organizational boundaries when priorities, resources, dependencies, or accountabilities require alignment.
- Represent Service Operations in strategic planning, investment, transformation, and governance discussions.
- Ensure business and customer feedback informs service priorities and continuous-improvement plans.
- Build team capabilities in strategy, service management, operational analysis, problem solving, stakeholder management, and continuous improvement.
- Manage team capacity and resources against strategic priorities, service demands, and business requirements.
- Develop organizational capability, succession, and leadership depth while reducing reliance on individual expertise.
Benefits
- A range of health and welfare benefits may be offered, depending on the position.
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What This Job Offers
Job Type
Full-time
Career Level
Director
