Global Director - Grid Services Operations

Job Description Summary

Preferred location: Bellevue, WA
Remote in the Unites States of America or Europe (Germany)

Ensure compliance with standards, continuous development of people and processes, effective management of budget and resource while insuring the team has the processes and tools they need to deliver on professional services project commitments. Impacts approaches, projects and programs in the functional area or affected business organization and ways of working. Impacts quality, efficiency and effectiveness of own team. Has significant input into priorities. Guided by professional practices and policies that are shaped by the role. The role has moderate autonomy, requiring high levels of operational judgment.

• Operationalize the vision and strategy for global service delivery, ensuring alignment with business objectives and customer expectations, while driving operational excellence across all regions.
• Monitor key delivery metrics, identify gaps, and recommend actionable improvements to enhance both regional and global performance. Foster a culture of continuous improvement through Lean principles, while collaborating closely with finance teams to ensure operational and financial alignment with organizational goals.
• Develop and oversee comprehensive demand planning processes, integrating advanced analytics and forecasting tools to optimize resource allocation and labor planning.
• Work with the BI/Reporting team on the development and enhancement of critical systems and tools for the service organization, ensuring they meet current operational needs and align with future roadmap objectives. Champion innovative solutions to improve efficiency, scalability, and adoption, while fostering collaboration with cross-functional stakeholders.
• Lead the global rollout of standardized roles, Work Breakdown Structures (WBS), and operating procedures to enhance clarity and execution, including influencing frameworks for financial risk identification and mitigation, with significant involvement in risk management practices that have financial implications.
• Globally Standardize and Optimize Demand & Supply management, Time management, Utilization management (including lending/borrowing), Bench management, Cash/AR management & Skills Inventory.

• Bachelor's degree in business, project management, or a related field.
• 8+ years of experience in service delivery or operational leadership roles, with demonstrated expertise in regional or global operations.
• Familiarity with professional software service organization, systems, and stakeholder network.
• Proven track record of driving process improvements and achieving operational excellence in a matrixed organization.
• Strong understanding of lean principles and their application in service delivery environments.

• Exceptional interpersonal skills, with the ability to synthesize complex issues and communicate effectively with diverse audiences.
• Demonstrated ability to mentor and develop high-performing teams across global regions.
• Advanced knowledge of financial processes, including project control, reporting, budgeting, and risk management frameworks.
• Experience in leading business operations initiatives to drive continuous improvement in regional and delivery teams performances

• Note:
  
  To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.