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.
- Cross-functional alignment and senior stakeholder communication.
- Business cases and recommendations for capability and service investments.
Qualifications:- Bachelor's degree or equivalent combination of education and relevant professional experience.
- Significant experience in strategy, service operations, service delivery, information, data, technology, or a comparable business function.
- Demonstrated experience developing strategies and translating them into operational plans and measurable outcomes.
- Experience leading and developing professional teams within a complex, matrixed organization.
- Experience leading cross-functional initiatives and influencing senior stakeholders across organizational boundaries.
- Strong strategic, analytical, problem-solving, and business judgment skills.
- Demonstrated ability to manage complex operational issues and senior-level business or customer escalations.
- Strong written and verbal communication skills, including the ability to translate complex issues for executive audiences.
Preferred Qualifications:- Experience leading strategy and operations for information, data, analytics, technology, or healthcare-related services.
- Experience with service management, continuous improvement, operational performance, and transformation.
- Experience operating in a complex or regulated environment involving data governance, privacy, security, quality, or compliance requirements.
- Demonstrated success improving service reliability, scalability, efficiency, or customer experience.
Leadership Competencies:- Strategic orientation: Connects immediate priorities and operational challenges to longer-term business objectives.
- Operational ownership: Drives accountability and results across organizational boundaries.
- People leadership: Develops talent, builds organizational capability, and creates clear accountability.
- Analytical discipline: Uses evidence and operational insights to drive decisions and distinguish root causes from symptoms.
- Cross-functional influence: Builds alignment and drives action across diverse stakeholders.
- Continuous improvement: Identifies opportunities to simplify, standardize, automate, and strengthen services.
- Executive communication: Converts complex issues into clear implications, recommendations, and decisions.
Measures of Success:Success in this role will be demonstrated through:
- Clear strategic direction and priorities for Service Operations.
- Reliable and predictable service performance.
- Improved management and prevention of significant or recurring service issues.
- Successful delivery of strategic and operational improvement initiatives.
- Improved service quality, scalability, resilience, and operating efficiency.
- Strong business and stakeholder confidence in Service Operations.
- Increased capability, accountability, and leadership depth within the team.
The potential base pay range for this role, when annualized, is $134,600.00 - $374,900.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.
