Director, Service Delivery

Brighthorizons; Westminster (CO); Hybrid; USD 170,000 - 260,000; Full time

Job summary

Bright Horizons is seeking a Director of Service Delivery to lead cross-functional teams across provider accounts, recruiting, onboarding, compliance, QA, and more. The role emphasizes operational excellence, customer experience, and scalable processes to support growth and future needs.

The position is hybrid, with three onsite days per week at the Westminster, CO headquarters, and close collaboration with Operations, Client Services, Product, Technology, Finance, HR, and other business

Responsibilities

• Develop and execute service delivery strategies that align with organizational priorities and growth.
• Analyze operational performance, capacity, and trends to drive improvements and scalability.
• Lead cross-functional partnerships and vendor relationships for effective service delivery and cost management.
• Collaborate with stakeholders to address challenges and continuously improve service quality and customer experience.
• Partner with leadership to design initiatives that strengthen operational performance and outcomes.
• Provide leadership and support to managers and teams, fostering accountability and collaboration.
• Establish, monitor, and report on key operational metrics and SLAs to drive data-informed decisions.
• Plan workforce structure, budgeting, and resource allocation to support growth and accountability.

Job description

Primary Purpose

The Director, Service Delivery is responsible for leading and optimizing cross-functional operational teams that support the successful delivery of services across the organization. This role oversees multiple functions, which may include provider accounts, recruiting, onboarding, compliance, quality assurance, operational support, strategy, and other service delivery teams. The Director ensures operational excellence through effective leadership, scalable processes, and a strong focus on quality, compliance, customer experience, and business outcomes.

This is a hybrid position requiring 3 days a week onsite at our headquarters in Westminster, CO.

The Director is accountable for developing and executing operational strategies that improve efficiency, drive organizational performance, support growth initiatives, and enhance stakeholder satisfaction. This position partners closely with leaders across Operations, Client Services, Product, Technology, Finance, Human Resources, and other business functions to align priorities, streamline workflows, and implement innovative solutions that support both current and future business needs.

The role is responsible for establishing performance metrics, monitoring service levels, managing operational risks, identifying opportunities for continuous improvement, and building high-performing teams. The Director drives accountability, fosters collaboration across departments, and ensures operational processes, resources, and capabilities are aligned with organizational objectives and strategic priorities.

Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. Our workplace reflects this commitment-with collaborative environments, meaningful benefits, and a culture that supports both career growth and personal well-being. Whether you're caring for children or powering the systems and partnerships that make it all possible, at Bright Horizons, you're the difference.

Essential Functions/Responsibilities

• Develop and execute service delivery strategies that support organizational priorities, operational effectiveness, business growth, and stakeholder satisfaction across multiple functions and service lines.
• Analyze operational performance, capacity needs, and service trends to identify opportunities for improvement, scalability, risk mitigation, and enhanced business outcomes.
• Lead cross-functional partnerships and vendor relationships to ensure effective service delivery, operational alignment, cost management, and achievement of business objectives.
• Collaborate with internal and external stakeholders to develop solutions, address operational challenges, and continuously improve service quality, efficiency, and customer experience.
• Partner with business leaders and key stakeholders to design and implement initiatives that strengthen operational performance, improve service outcomes, and support organizational goals.
• Provide leadership, direction, and support to managers and teams responsible for service delivery, fostering a culture of accountability, collaboration, innovation, and continuous improvement.
• Establish, monitor, and report on key operational metrics and service levels, driving data-informed decisions, process improvements, and operational excellence.
• Build organizational capability through workforce planning, talent development, succession planning, performance management, and strategic resource allocation while maintaining accountability for operational budgets, financial performance, and overall service delivery results.
• Determines service delivery strategies, operating models, and organizational priorities to support business objectives, growth initiatives, and operational excellence across multiple functions.
• Establishes and implements new operational processes, service delivery approaches, and support strategies to improve efficiency, scalability, quality, and stakeholder experience.
• Makes decisions regarding budget allocation, resource planning, vendor partnerships, and investment priorities to optimize service delivery performance and financial outcomes.
• Evaluates operational performance, service outcomes, and key business metrics to establish goals, drive continuous improvement, and ensure achievement of strategic objectives.
• Develops and executes strategies for service delivery, operational support, compliance, onboarding, recruiting, provider account management, and other assigned functions to meet current and future business needs.
• Determines workforce structure, staffing models, and organizational design to ensure teams are appropriately positioned to deliver results and support organizational growth.
• Prioritizes initiatives, projects, and operational resources based on business impact, risk, customer needs, and strategic value.
• Makes decisions related to service standards, performan