Service Operations Director: Delivery Excellence

Encore Technologies; Cincinnati (OH); On-site; USD 120,000 - 180,000; Full time

Job summary

Encore Technologies in Cincinnati, Ohio seeks a Director of Service Operations to lead the operational functions behind service delivery, ensure accurate transition of work into delivery, and align delivery records with financial processes.

You will partner with Client Success, PMO, finance, sales and presales to ensure readiness, governance, and efficient execution, while driving continuous process improvements and data quality for billing and revenue recognition.

Qualifications

• Bachelor's degree or equivalent experience.
• Proven leadership experience in operations, service administration, or business operations.
• Strong understanding of governance, BPM, and service delivery workflows.
• Experience working with sales, delivery, finance, and client-facing teams.
• Strong process improvement and communication skills.
• Experience managing operational teams and coordinating cross-functional activities.

Responsibilities

• Lead and develop the Service Operations team and establish operational standards, workflows, and performance expectations.
• Oversee sales-to-delivery transitions and ensure opportunities are converted into accurate delivery records, projects, and operational workflows.
• Maintain governance and oversight of service records, project administration activities, operational workflows, and business process execution.
• Coordinate operational support activities that enable project teams, Client Success teams, and service delivery organizations.
• Support resource visibility and coordination through operational processes, planning activities, and delivery readiness reviews.
• Oversee subcontractor onboarding, operational engagement processes, and administrative coordination activities.
• Serve as the primary liaison between delivery organizations and finance regarding operational delivery data, revenue recognition inputs, invoice readiness, and service-based revenue support information.
• Establish and maintain standard operating procedures, governance routines, process documentation, and operational controls.
• Identify operational bottlenecks, workflow challenges, handoff issues, and process inefficiencies and implement corrective actions.
• Drive accountability for operational process adoption, consistency, and execution.
• Support continuous operational improvement initiatives that improve efficiency, visibility, accuracy, and coordination.
• Other duties as assigned.

Skills

Leadership experience

Operational governance

Service delivery workflows

Cross-functional collaboration

Process improvement

Communication skills

Education

Bachelor's degree or equivalent

Job description

Encore Technologies in Cincinnati, Ohio seeks a Director of Service Operations to lead the operational functions behind service delivery, ensure accurate transition of work into delivery, and align delivery records with financial processes.

You will partner with Client Success, PMO, finance, sales and presales to ensure readiness, governance, and efficient execution, while driving continuous process improvements and data quality for billing and revenue recognition.