Director, Global Service Operations and Project Delivery

Company Overview

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one:
Zones – First Choice for IT.TM. Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. It specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services, operating in more than 120 countries.

The Director, Global Service Operations and Project Delivery is responsible for leading and optimizing all operational functions that support the delivery of Services globally. This role oversees Project Management, Global Warehouse Operations, Lifecycle Services, Service Billing, Reporting & Analytics, and Partner Governance. The Director will ensure operational excellence, drive process standardization, and enable scalable, high-quality service delivery across regions.

• Provide strategic and operational leadership across Service Operations, including Project Management, Warehouse Operations, Lifecycle Services, and Service Billing.
• Develop and implement standardized processes, tools, and best practices to ensure consistent global service delivery.
• Partner closely with Service Delivery, Finance, Supply Chain, Engineering, and Sales to align operational priorities with business goals.

• Lead a team of project managers responsible for service implementations, customer programs, and cross‑functional initiatives.
• Responsible for Projects related Order fulfillment and Management.
• Drive process improvement and standards development – including but not limited to Projects Inventory Management.
• Establish project governance frameworks, ensuring predictable execution, on‑time delivery, and high customer satisfaction.

• Oversee warehouse operations supporting service parts, inventory management, logistics coordination, and field enablement.
• Drive improvements in efficiency, accuracy, turnaround time, and cost management.

• Manage lifecycle services programs including staging, maintenance services, asset lifecycle tracking and disposition.
• Ensure seamless coordination between internal teams and partners for end‑to‑end lifecycle service delivery.

• Execute on the service billing function to ensure accurate, timely, and compliant invoicing.
• Work with Finance to improve billing processes, reduce leakage, and strengthen revenue assurance mechanisms.

• Develop and manage KPIs, dashboards, and operational reporting to monitor performance, identify trends, and drive decision‑making.
• Own operational reviews, Board‑level reporting inputs, and continuous improvement metrics.

• Ensure global support readiness through effective coordination with regional teams and key service partners.
• Establish governance frameworks for partner performance, contract compliance, operational alignment, and escalations.

• Identify opportunities to enhance efficiency, automation, and customer experience.
• Lead cross‑functional initiatives aimed at scaling service operations and supporting business growth.
• Drive adoption of tools, technology, and digital capabilities that improve service operations.

• Bachelor’s degree in Business, Operations, Supply Chain, Engineering, or related field; MBA preferred.
• 10+ years of experience in Service Operations, Program/Project Management, Supply Chain, or related operational leadership roles.
• Demonstrated experience leading global teams and managing service partners.
• Strong understanding of end‑to‑end service delivery processes, operational governance, and financial controls.
• Proven ability to design and analyze KPIs, dashboards, and data‑driven insights.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to work in a fast‑paced, matrixed environment with global span of control.

• Operational Excellence – Builds scalable processes…