\\n The Director of Services Delivery Operations provides leadership and management to ensure that the International Line of Business (LoB) has the proper operational controls, administrative and reporting procedures aligned with the company, and people systems in place to effectively grow the organization and to ensure the financial strength, operating efficiency of the organization and achievement of Strategic Plan (STRAP) Objectives.

Responsibilities:

• Provide day-to-day leadership and management that aligns with SSP Innovations mission and core values.
• Drive the International LoB organization to achieve profitability and business goals and objectives.
• Responsible for the blueprint, measurement, and effectiveness of processes (internal and external).
• Participation in the creation and implementation of effective growth strategies and processes.
• Motivate and lead a high performance International LoB Operational management team.
• Oversee Customer support, Training, Project Management Office and Implementation services to guarantee quality and timely delivery of project services for Customers.
• Responsible for allocation of project resources and ensuring resource capacity to accomplish committed project delivery schedules.
• Liaising with departmental heads in the US based HQ to ensure company-wide operational compliance.
• Develop and monitor CSAT and NPS scores and other metrics and efforts that impact how we evolve to support the customers across solutions and experiences.
• Provide an outside-in perspective on how we scale our customer experience, maximize our retention, foster growth, and enable the organization to be effective and productive.
• Represent the organization with clients, investors, and business partners.
• Manage department resource allocation and work with the HQ Human Resources Department to create job descriptions, hire competent personnel and oversee employee training programs.

Required Qualifications:

• Fast learner with ability to hit the ground running quickly, potentially with existing relationships across both the Group HQ and International organizations.
• 5+ years of strong operational experience delivering software related projects to customers.
• 5+ years of people management experience with strong results and team-building track record.
• Relationship orientation with the ability to build relationships with peers across the company, partners and customers.
• Familiarity with leading Customer Support, Implementation and/or Training Services processes.
• Understanding of how to support the post-sale customer journey, including best practices, processes/methodology definition, and an understanding of key CX metrics.
• Organizational development experience.
• Excellent leadership and organizational skills.
• Outstanding negotiation skills.
• Excellent written and oral communication.
• Proven knowledge of performance evaluation metrics in a business setting.
• First-class people skills.
• Willing to travel domestically and internationally up to 25% of the time.

Preferred Qualifications:

• Strategic thinking skills.
• Results driven.
• Business acumen.
• Decision making.
• Financial management.
• Foreign language skills.
• 3-GIS Application experience and familiarity with SSP Innovations customer base.
• Working knowledge of customer relationship management (CRM) packages, preferably Atlassian tools (Jira, Atlas, etc).
• Detailed understanding of business financial operating processes and experience across multiple Business Functions.
• 5+ years of strong operational experience working in an ESRI Telco GIS based Software Business.

Location and working hours:

This role may require up to 25% travel, both domestically and internationally. Either located in Group HQ with frequent International travel (primarily UK, Switzerland) or located in the UK with International travel and quarterly travel to Group HQ.

This position operates in a professional office environment. This role requires routine use of standard office equipment such as computers, phones, and copiers.

The physical requirements outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

This is a largely sedentary role.

Direct Reports:

This position is a supervisor role, overseeing the overall operations of the International organization. Direct reports include:

• Customer Support
• Implementation
• Training Execution
• Project Management

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