Senior Director, Global Delivery Services

Position Overview:

The Senior Director, Global Delivery Services leads customer delivery operations across EMEA and APAC, ensuring consistent execution, operational excellence, and successful customer outcomes. This role oversees a global delivery organization, drives performance through governance and key metrics, and partners with cross-functional teams to support customer success. The position is critical to maintaining high customer satisfaction, enabling scalable growth, and ensuring customers realize value from the company's solutions.

Work Arrangement: ​Remote​

This role requires the individual to be based in ​UK Time Zone (GMT/BST)​

What You’ll Do:

• Provide strategic leadership and governance for all delivery operations across the UK, EMEA, and APAC regions, ensuring consistent methodologies, quality standards, resource utilization, and successful customer outcomes.
• Lead and develop a global delivery organization, including Directors, Managers, Project Managers, and Consultants, with responsibility for performance management, workforce planning, succession planning, employee development, and overall team effectiveness.
• Establish and maintain delivery governance frameworks, monitoring project health, risks, escalations, financial performance, delivery metrics, and operational effectiveness to drive continuous improvement and customer satisfaction.
• Partner closely with Sales and Customer Success teams to support pre-sales activities, delivery scoping, implementation planning, customer adoption, renewals, and expansion opportunities
• Serve as the senior escalation point for complex, high-risk, or strategic customer engagements, ensuring timely resolution and successful delivery outcomes.
• Collaborate cross-functionally with Product, Technology, Customer Support, and Customer Success teams to enhance the customer experience, influence product direction, and ensure seamless delivery, go-live, and post-implementation support.
• Drive strategic initiatives that improve customer satisfaction, operational efficiency, delivery scalability, time-to-value, and adoption of new tools, processes, and methodologies.
• Act as a key member of both the Global Delivery Services Leadership Team and UK Leadership Team, contributing to organizational strategy, regional execution, culture, employee engagement, and business growth.
• Build and maintain strong relationships with internal and external stakeholders, including executive leadership, customers, and strategic partners, ensuring alignment on business objectives and delivery priorities.
• Perform other duties as assigned to support departmental and company objectives.​

What You’ll Need:

• ​​Bachelor's Degree​ in Business, Technology, related discipline or equivalent experience.
• ​​12+ years​ of experience in global delivery, professional services, or SaaS implementation environments. 
• Proven leadership experience managing multi-layered, geographically distributed teams. 
• Strong expertise in project/program management, delivery governance, and operational performance management. 
• Experience working cross-functionally with Sales, Customer Success, Support, Product, and Engineering teams. 
• Excellent stakeholder management, communication, and influencing skills at senior levels. 
• Demonstrated ability to drive strategic initiatives and operational improvements in a complex, global organisation. 
• Strong analytical and data-driven decision-making capabilities. 
• Experience within legal technology, professional services, or financial systems environments is highly desirable. 
• Experience with Elite software solutions and legal industry operations is strongly preferred.
• Ability to travel up ​25–50%​ as business needs require
• Role requires the following physical capacity:​ ​Sedentary: primarily desk/computer work​
• Must be legally authorized to work in​ ​United Kingdom​; ​Elite does not provide employment sponsorship for this position​

Benefits:

• Comprehensive Healthcare Coverage (Health, Dental, Vision)
• Retirement Savings Plan with an Employer Contribution
• Professional Development Opportunities
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