Director of Service Delivery Operations

Connect with Quadient

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels .

The Director of Service Delivery Operations is responsible for maintaining expertise in the Field Service and Support needs of our market space and industry to grow and advance the world-class customer service we provide to our customers. As both an influencer and collaborator, this high-visibility position will drive optimization and continuous improvement of our Service operations by seeking opportunities for revenue growth, cost reduction, and business development. The Financial Health of the Service business will be a focal responsibility. The role will collaborate with internal and external entities to form strategic partnerships on common initiatives. Pivotal assignment with promoting and protecting the interests of the Service business in alignment with corporate objectives in all areas of our organization.

Your role in our future
 

Product Development:

• Create Business Plans on potential areas of interest to expand or optimize our Service and Support offerings
• Identify and lead opportunities for growing and developing the Field Service and Customer Technical Support business
• Develop, lead and insure the execution of Service Revenue growth initiatives by maintaining current inflows and recommending new compelling offers
• Identify areas of possible revenue leakage, develop actionable measurable plans, and lead efforts to close gaps
• Drive efforts to maximize Service profitability and promote a strong Service Contribution Margin (SCM)
• Review the productization of product and service offerings in ERP and CRM systems by collaborating with the respective teams to insure SCM objectines
• Perform independent research and analytical studies to define status of the Service business and possible opportunities for growth and improvement
• Identify, prioritize and lead efforts to introduce new technology, industry best practices, and Artificial Intelligence (AI) to support the Service business

Advanced Technical Support

• Initiate projects by collaborating with cross-functional teams to select, evaluate, and approve opportunities for growth and continuous improvement
• Lead efforts to form partnerships with external parties to grow Service business and/or increase operational efficiencies
• Partner with local and regional Service leaders to reduce Operational Expenses (OpEx) and Cost of Sales (COS) costs
• Develop new standards and best practices that support new services that are part of the full-service model
• Assist in driving efforts to improve customer satisfaction and the customer experience (CX) of our services and support
• Implement and ensure compliance with all company polies and procedures
• Determine Service staffing levels required to meet demand and forecasted activity. Recommend adjustments to headcount and resource load balancing

Project Management

• Monitor Field Technician utilization to validate it is at optimum levels. Develop policies and practices to increase utilization as needed

Documentation and Training

• Provide guidance to local and regional Service leaders to help them connect the Service KPI’s/metrics to achieve strategic business objectives
• Complete and submit Service activity reports and other documentation
• Perform other duties as assigned by VP of Field Service Operations

Your profile

• Four-year degree preferred or equivalent technical related work experience
• Minimum 10 year’s work experience in Customer Service, Professional Services, or Field Service Operations
• 7 years minimum in a leadership or management role
• 1-3 years experience preferred in a Sales related role or capacity
• Financial competency in P&L income statements and operational budgets
• Business acumen to identify customer service trends and behaviors and use insights gained to develop Service strategies and offers
• Excellent collaboration skills to work effectively across departments and manage by influence
• Familiarity with Business Intelligence (BI) data mining and reporting tools
• Working knowledge with Salesforce, ServiceMax, and/or Oracle a plus
• Project management skills
• Excellent written, verbal, and presentation communication skills.
• Proficiency with Microsoft Word, Excel, PowerPoint, and Project
• Ability to travel, up to 25%

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you.

Turn your passion into performance. Apply now.

#LI-NB1

#LI-Remote

This position has a salary range of:

Quadient, Inc. has standard ranges for all U.S. - based roles, based on function, level, and scope, which are benchmarked against companies of similar size and growth-stage. To provide greater transparency to candidates, we share these targets on all job postings. Final salary offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the ranges listed.

Rewards & Benefits

Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.

Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.

Inclusive Community: Join diverse communities and engage in our Philanthropy program.

Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.

Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community.  They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at careers@quadient.com

Quadient is an Equal Employment Opportunity Employer*: We believe that diversity brings benefits to our customers, our business, and our people so we are committed to being an inclusive employer. We encourage applications from all suitable applicants, regardless of background.  We firmly believe in zero discrimination in employment on any basis, including gender, race, ethnicity, religion or belief, national origin, age, disability, marital status, sexual orientation, gender identity, citizenship status, veteran status, and any other protected characteristics.

*This includes being an Affirmative Action Employer in the United States.

People. Connected.