Director, Global Services Operations – Excellence

Prosci

. Build and lead Prosci's new Global Services Operations & Excellence team .

Posted 11/4/2026full-timeRemote • CanadaLead💰 CA$125,100 - CA$155,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and leading global service delivery operations, focusing on capacity planning, quality assurance, and client experience management. Proficient in financial forecasting, process improvement, and utilizing PSA/ERP and BI tools to enhance operational efficiency.

Highest-signal resume keywords

Service Delivery ManagementCapacity PlanningFinancial AcumenProcess Design and ImprovementClient Experience Programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Capacity PlanningProcess DesignUtilization ManagementDelivery Lifecycle ManagementForecastingQuality AssuranceOperational DashboardsAutomation ImplementationChange ManagementData Security Governance

Soft Skills

Clear CommunicationLeadershipCoachingProblem SolvingCross-Functional Collaboration

Tools & Technologies

PSA/ERP ToolsBusiness Intelligence ToolsSalesforcePower BITableauCertiniaKantata

Certifications & Qualifications

Prosci CertificationLean CertificationSix Sigma CertificationITIL CertificationPMP Certification

Industry Keywords

Service ExcellenceProfessional ServicesTraining OperationsGlobal OperationsClient SatisfactionQuality FrameworkFeedback LoopsMulti-Region OperationsConsultingLearning Services

Tech Stack

Tools & technologies

ERPPMPTableau

About the role

Key responsibilities & impact

Build and lead Prosci's new Global Services Operations & Excellence team
Shape the team's charter, structure and operating model
Turn delivery strategy into predictable, scalable and profitable execution across North America, EMEA and APAC
Plan global capacity and resources for instructors and consultants
Forecast demand two or more quarters ahead
Schedule and staff public, virtual, onsite and advisory engagements across time zones
Manage the delivery lifecycle from sales-to-delivery handoff through logistics, delivery, close-out and billing handoff
Establish escalation paths and resolve delivery issues, including cancellations, instructor gaps and client escalations
Define and report delivery KPIs including utilization, on-time delivery, cancellation and reschedule rates, CSAT/NPS, cost per delivery and delivery margin
Build and maintain operational dashboards for the VP and leadership team
Partner with Finance on delivery forecasts, budgets, cost control and revenue recognition
Define a global delivery quality framework with standards, session observations and quality audits
Lead the instructor and consultant quality program, including onboarding, certification, performance reviews, coaching and exit decisions
Own the client experience from booking through post-session follow-up
Run the client feedback loop and share insights with Product and Content
Ensure a consistent Prosci experience across regions and formats
Design the team structure and roles, build the hiring plan, recruit and onboard the founding team
Bring existing operations, scheduling and quality activities into the team
Establish planning cycles, governance forums, reporting cadence and decision rights
Design, document and improve global delivery processes and SOPs
Own or co-own delivery systems including PSA/ERP, scheduling, LMS and BI
Identify and implement automation and AI opportunities
Lead, coach and develop a distributed team
Represent Service Delivery in cross-functional forums and stand in for the VP when needed
Lead change within the team and delivery network using the Prosci Methodology

Requirements

What you’ll need

8+ years in service delivery, professional services or training operations, including 3+ years leading multi-region operations
Experience building a new operations, service excellence or similar function from the ground up, including org design, hiring and setting up operating rhythms
Track record of measurable improvement, such as higher utilization, lower delivery cost, faster time-to-deliver or better client satisfaction
Experience building delivery quality or client experience programs, including standards, facilitator quality reviews and feedback loops
Experience leading managers or coordinators across time zones
Clear communication, moving comfortably between VP-level strategy and day-to-day problem solving
Bachelor's degree or equivalent experience
Hands-on experience with PSA/ERP and BI tools, such as Certinia, Salesforce, Kantata, Power BI or Tableau
Strong financial acumen: delivery margin, forecasting, budgets and working with Finance
Capacity planning, scheduling and utilization management for a delivery workforce of employees and/or contractors
Process design and improvement
Experience applying automation or AI to operational workflows is preferred but not required
Preferred background in training, education, consulting or learning services
Preferred experience scaling from mid-size to global and across North American, European and Asia-Pacific markets
Preferred Lean, Six Sigma, ITIL or PMP credentials
Familiarity with change management
Prosci certification is a plus
20% travel required
Ability to uphold data security, confidentiality and intellectual property governance when using AI

Benefits

Comp & perks

Generous flexible paid time off
Holidays and volunteer time
Medical, dental and vision benefits
Life insurance
Long-term disability programs
RRSP with company matching
Access to LinkedIn Learning
Opportunities to collaborate with colleagues from around the world
Employee-led interest and resource groups
In-person local or market-wide team events
Bonus program eligibility