Senior Director, Global Delivery Services

The role

The Senior Director, Global Delivery Services leads customer delivery operations across EMEA and APAC. This person oversees a global delivery organization and partners with cross-functional teams to support customer success.

What you will do

• Provide strategic leadership and governance for delivery operations across UK, EMEA, and APAC.
• Lead and develop a global delivery organization including Directors, Managers, Project Managers, and Consultants.
• Establish and maintain delivery governance frameworks.
• Partner with Sales and Customer Success teams to support pre-sales, implementation, and renewals.
• Serve as the senior escalation point for complex or strategic customer engagements.
• Collaborate cross-functionally with Product, Technology, Customer Support, and Customer Success teams.
• Drive strategic initiatives to improve customer satisfaction and operational efficiency.
• Contribute to organizational strategy, regional execution, and business growth as a member of leadership teams.
• Build and maintain relationships with internal and external stakeholders.
• Perform other duties as assigned.

Required qualifications

• Bachelor's Degree in Business, Technology, related discipline or equivalent experience
• 12+ years of experience in global delivery, professional services, or SaaS implementation environments
• Proven leadership experience managing multi-layered, geographically distributed teams
• Strong expertise in project/program management, delivery governance, and operational performance management
• Experience working cross-functionally with Sales, Customer Success, Support, Product, and Engineering teams
• Excellent stakeholder management, communication, and influencing skills at senior levels
• Demonstrated ability to drive strategic initiatives and operational improvements in a complex, global organization
• Strong analytical and data-driven decision-making capabilities
• Ability to travel up 25–50% as business needs require
• Sedentary: primarily desk/computer work
• Must be legally authorized to work in United Kingdom

Nice to have

• Experience within legal technology, professional services, or financial systems environments
• Experience with Elite software solutions and legal industry operations

Benefits

• Competitive Compensation Package
• Comprehensive Healthcare Coverage (Health, Dental, Vision)
• Retirement Savings Plan with an Employer Contribution
• Professional Development Opportunities
• Tuition Reimbursement
• Parental Leave
• Time Off
• Wellness Initiatives
• Employee Assistance Program
• Generous Global Parental Leave
• Calm, free premium subscription
• Employee Discount Program

Before you apply

• Elite does not provide employment sponsorship for this position
• Unable to hire employees located in Quebec or Ontario Provinces, Alaska, Hawaii, Puerto Rico, Louisiana, and Oklahoma
• We are not accepting applications submitted through recruiting agencies

About the company

Elite is the trusted automation platform for law firm operations across most of the world’s largest and most successful law firms. It delivers a cloud-native SaaS platform that unifies financial, invoice, time, and data management.