Senior Strategy Director, Service Operations

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.

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.

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.

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.

Build strong 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 where priorities, resources, dependencies, or accountabilities require alignment.

Represent…