Director, Global Service Operations and Project Delivery

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM 

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview:

The Director, Global Service Operations and Project Delivery, is responsible for leading and optimizing all operational functions that support the delivery of Services globally. This role oversees Project Management, Global Warehouse Operations, Lifecycle Services, Service Billing, Reporting & Analytics, and Partner Governance. The Director will ensure operational excellence, drive process standardization, and enable scalable, high-quality service delivery across regions.

What you’ll do as the Director, Global Service Operations and Project Delivery:

Employees employed in the role of Director, Global Service Operations and Project Delivery shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

Operational Leadership

• Provide strategic and operational leadership across Service Operations, including Project Management, Warehouse Operations, Lifecycle Services, and Service Billing.
• Develop and implement standardized processes, tools, and best practices to ensure consistent global service delivery.
• Partner closely with Service Delivery, Finance, Supply Chain, Engineering, and Sales to align operational priorities with business goals.

Project Management Oversight

• Lead a team of project managers responsible for service implementations, customer programs, and cross-functional initiatives.
• Responsible for Projects related Order fulfillment and Management
• Drive process improvement and standards development – Including but not limited to Projects Inventory Management

• Establish project governance frameworks, ensuring predictable execution, on-time delivery, and high customer satisfaction.

Warehouse & Logistics Operations

• Oversee warehouse operations supporting service parts, inventory management, logistics coordination, and field enablement.
• Drive improvements in efficiency, accuracy, turnaround time, and cost management.

Lifecycle Services Management

• Manage lifecycle services programs including staging, maintenance services, asset lifecycle tracking and disposition.
• Ensure seamless coordination between internal teams and partners for end-to-end lifecycle service delivery.

Service Billing & Financial Accuracy

• Lead the service billing function to ensure accurate, timely, and compliant invoicing.
• Work with Finance to improve billing processes, reduce leakage, and strengthen revenue assurance mechanisms.

Reporting, Metrics & Dashboards

• Develop and manage KPIs, dashboards, and operational reporting to monitor performance, identify trends, and drive decision-making.
• Own operational reviews, Board-level reporting inputs, and continuous improvement metrics.

Global Coverage & Partner Management

• Ensure global support readiness through effective coordination with regional teams and key service partners.
• Establish governance frameworks for partner performance, contract compliance, operational alignment, and escalations.

Strategic Initiatives & Continuous Improvement

• Identify opportunities to enhance efficiency, automation, and customer experience.
• Lead cross-functional initiatives aimed at scaling service operations and supporting business growth.
• Drive adoption of tools, technology, and digital capabilities that improve service operations.

What you will bring to the team:

Qualifications

• Bachelor’s degree in Business, Operations, Supply Chain, Engineering, or related field; MBA preferred.
• 10+ years of experience in Service Operations, Program/Project Management, Supply Chain, or related operational leadership roles.
• Demonstrated experience leading global teams and managing service partners.
• Strong understanding of end-to-end service delivery processes, operational governance, and financial controls.
• Proven ability to design and analyze KPIs, dashboards, and data-driven insights.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to work in a fast-paced, matrixed environment with global span of control.

Competencies

• Operational Excellence – Builds scalable processes and drives continuous improvement.
• Strategic Leadership – Translates strategy into actionable operational plans.
• Cross-Functional Collaboration – Works seamlessly across functions and regions.
• Analytical Mindset – Uses data to drive decisions and improvements.
• Customer Focus – Ensures operational strategies support customer expectations.
• Change Management – Leads teams through transformation and growth.

Zones offers a comprehensive Benefits package

At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, EOBI, and a voluntary pension scheme in line with Company policy. Employees also enjoy additional perks such as Complimentary meals, and access to our in-house gym.

We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provides a dynamic and collaborative environment to help you grow your career.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

Job timings: 9:00PM – 06:00AM (Pk time)