Senior Strategy Director, Service Operations

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 issues into clear business implications, options, recommendations, and actions.
• Facilitate decisions across organizational boundaries where priorities, resources, dependencies, or accountabilities require alignment.
• Represent Service Operations in relevant strategic planning, investment, transformation, and governance discussions.
• Ensure business and customer feedback informs service priorities and continuous-improvement plans.

People Leadership

• Lead, coach, and develop a high-performing team of approximately 8–10 professionals.
• Build capabilities in strategy, service management, operational analysis, problem solving, stakeholder management, and continuous improvement.
• Establish clear goals and accountability aligned with broader business and functional objectives.
• Manage team capacity and resources against strategic priorities, service demands, and business requirements.
• Develop organizational capability, succession, and leadership depth while reducing reliance on individual areas of expertise.

Areas of Accountability:

The role is accountable for:

• Service Operations strategy, priorities, and roadmap.
• Leadership and development of an approximately 8–10 person team.
• Service performance, reliability, and operational effectiveness.
• Strategic initiatives and continuous improvement.
• Significant incident and escalation leadership.
• Operational readiness of new and changed services.
• Service governance, performance measurement, and risk management.

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