Sr. Director, Global Service Operations
- Westerville, OH
- Permanent
- Full-time
- Lead the development and execution of global service operations strategy, ensuring alignment with corporate goals and customer expectations.
- Implement scalable, standardized delivery models and operational frameworks across all regions.
- Manage and mentor a global team of directors and senior managers across core operational functions.
- Build organizational capability, leadership succession, and high-performing cross-functional collaboration.
- Drive continuous improvement initiatives, process standardization, and digital transformation leveraging data analytics, remote monitoring platforms, and automation.
- Oversee the implementation of Lean, Six Sigma, and other performance improvement methodologies across global operations.
- Ensure consistent, high-quality service delivery across all regions.
- Oversee global service quality and safety programs, acting as the executive escalation point for critical service issues and customer concerns.
- Own the global service operations budget, cost optimization strategies, and performance metrics.
- Monitor and improve key performance indicators including service level agreement compliance, resource utilization, service backlog, and customer satisfaction.
- Partner with regional service leaders, product management, IT, logistics, and commercial teams to support new service offerings, technologies, and strategic initiatives.
- Collaborate with senior leadership to support global growth, operational maturity, and digital enablement.
- Bachelor's degree in Engineering, Business Administration, or a related field
- Preferred: Master of Business Administration (MBA) or equivalent advanced degree
- Minimum 10+ years in service operations or field services, with at least 5 years in senior leadership roles
- Proven success in leading global teams and managing complex, matrixed service delivery environments
- Experience in operational transformation, process optimization, and organizational change management
- Strong understanding of service technologies, remote monitoring platforms, data analytics, and project management methodologies
- Certifications (Preferred): Lean Six Sigma, Project Management Professional (PMP), or similar operational excellence certifications
- Ability to work in a fast-paced, global business environment
- Occasional visits to customer sites, service centers, or manufacturing facilities
- Prolonged periods of sitting and working at a computer
- May require lifting of materials or equipment up to 25 lbs during site visits
- Flexibility to manage teams and meetings across multiple time zones
- 25% International and domestic travel to service sites, regional offices, and customer locations
- Customer Focus
- Operational Excellence
- High-Performance Culture
- Innovation
- Financial Strength
- Own It
- Act With Urgency
- Foster a Customer-First Mindset
- Think Big and Execute
- Lead by Example
- Drive Continuous Improvement
- Learn and Seek Out Development