Director, Service Delivery (IT Operations)

$125,000 - $185,000/Yr

Tabush Group - New York, NY

Full-time - Senior

New York, NY

Professional, Scientific, and Technical Services

About the position

The Director, IT Service Operations is a senior leadership role focused on optimizing the service delivery process to enhance client experience and operational excellence. This position involves developing strategic initiatives to improve client satisfaction and retention while managing a high-performing service operations team. The director will collaborate with executive leadership and cross-functional teams to implement best practices and scale operations effectively.

Responsibilities

• Develop and implement a service operations strategy aligned with the organization's business goals and client needs.
• Oversee multiple departments and teams, translating company vision and strategy into departmental goals and key performance indicators (KPIs).
• Lead the management teams responsible for service operations.
• Manage budget variances and have responsibility for the largest operational budget within the company.
• Direct processes for continual improvement, quality control, efficiency, workload management, response time, and client satisfaction, along with other measurable business results.
• Collaborate with other teams to enhance client satisfaction, foster innovation, and improve efficiency.
• Champion a customer-centric culture throughout the organization, ensuring client satisfaction is a key operational priority.
• Continuously assess and optimize workflows, processes, and systems to improve operational efficiency and scalability.
• Establish and monitor performance metrics, ensuring consistent achievement of service level agreements (SLAs) and KPIs.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field; MBA or advanced degree preferred.
• 10+ years of experience in client services, customer operations, or account management, with at least 5 years in a senior leadership role.
• Experience in scaling service operations, particularly in growth-stage or large-scale organizations.
• Strong knowledge of customer service platforms and operational efficiency tools.

Nice-to-haves

• Experience in a technology-focused environment.
• Familiarity with data analytics and performance measurement tools.

Benefits

• Competitive salary range of $125,000 - $185,000 per year.
• Comprehensive health insurance.
• Retirement savings plan options.
• Professional development opportunities.