Senior Strategy Director, Service Operations

Senior Strategy Director, Service Operations### Senior Strategy Director, Service Operations Apply:
Wayne, PA, Unites States of America:
Full time:
Posted Today:
R1570094
** Role

Summary:

** The Senior Strategy Director, Service Operations is responsible for developing and executing strategic initiatives that 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 Senior Strategy Director will lead a team of approximately 8–10 professionals and partner across Information, Technology, Product, Data, Commercial, and business functions to translate strategy into actionable priorities and measurable results. The role will serve as a senior point of accountability for service performance, operational improvement, and significant business or customer-impacting issues.  
*
* Essential Functions:

** Strategy and Functional Leadership
* 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 and develop a team of approximately 8–10 professionals, establishing clear priorities, 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.
* Serve as a senior advisor and subject-matter expert, providing strategic and operational recommendations to senior leadership.  Service Operations and Performance
* Provide leadership and oversight for 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 to drive consistent service delivery.
* Monitor service performance and operational trends to identify risks, systemic issues, and opportunities for improvement.
* Provide leadership for significant service incidents and business or customer escalations, ensuring appropriate ownership, coordination, communication, and resolution.
* Drive root-cause analysis and corrective actions for material or recurring service issues, with a focus on preventing recurrence and strengthening service reliability.
* Ensure new or significantly changed services have appropriate operational readiness, ownership, support models, monitoring, documentation, and controls.  Strategy Execution and Continuous Improvement
* Develop and maintain a prioritized roadmap for strategic and operational improvements based on 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 ensure operational requirements are incorporated into new capabilities and strategic initiatives.
* Use performance data and operational insights to identify longer-term trends and influence future service and capability investments.
* Establish appropriate measures to evaluate the effectiveness and business impact of strategic and operational initiatives.  Business and Cross-Functional Leadership
* Build strong partnerships across business, Information, Technology, Product, Data, Commercial, and customer-facing organizations.
* Translate complex strategic and operational…