Remote Global Services Operations & Excellence Leader

Prosci; Denmark; Remote; DKK 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Bonus program

Remote work

Job summary

Prosci is seeking a senior leader to build and drive the Global Services Operations & Excellence team, the operational engine behind our training and advisory delivery worldwide. You will shape the charter, structure, and operating model to turn strategy into scalable, profitable execution across North America, EMEA and APAC.

You will partner with the VP, Global Service Delivery to focus on strategy, client relationships and growth, and oversee governance, delivery quality, and client experience

Qualifications

• 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.
• A 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.
• Preferred: background in training, education, consulting or learning services; experience scaling from mid-size to global; experience 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

Responsibilities

• Define the team's charter, scope and operating model, including how it works with regional delivery teams and the VP, Global Service Delivery.
• Design the team structure and roles, build the hiring plan, and recruit and onboard the founding team.
• Bring existing operations, scheduling and quality activities into the team, with clear ownership and a smooth handover.
• Set the team's operating rhythm: planning cycles, governance forums, reporting cadence and decision rights.
• Design, document and improve global delivery processes and SOPs, balancing global standards with regional needs.
• Own or co-own delivery systems (PSA/ERP, scheduling, LMS, BI) and drive adoption.
• Identify and implement automation and AI opportunities that let delivery scale without growing headcount at the same rate.
• Lead, coach and develop a distributed team as it grows, building its capability and a culture of operational discipline and service excellence.
• Represent Service Delivery in cross-functional forums and stand in for the VP where needed.
• Lead change within the team and delivery network, applying the Prosci Methodology

Skills

Drives Results

Customer Focus

Collaboration

Leads Change

Builds Teams

Develops Others

Decision Quality

Education

Bachelor's degree or equivalent

Lean Six Sigma / ITIL / PMP (preferred)

Tools

PSA/ERP

Power BI

Tableau

Salesforce

Kantata

Job description

Prosci is seeking a senior leader to build and drive the Global Services Operations & Excellence team, the operational engine behind our training and advisory delivery worldwide. You will shape the charter, structure, and operating model to turn strategy into scalable, profitable execution across North America, EMEA and APAC.

You will partner with the VP, Global Service Delivery to focus on strategy, client relationships and growth, and oversee governance, delivery quality, and client experience