Director, Delivery Excellence

Position Overview

We are seeking a Director, Delivery Excellence to lead the design, standardization, and continuous improvement of operational processes across a complex telecommunications environment. This role is responsible for establishing scalable delivery frameworks, driving process governance, overseeing training and knowledge management programs, and leading organizational change initiatives that improve operational consistency and efficiency. The Director will partner closely with cross-functional stakeholders to ensure processes, tools, and standards are effectively documented, communicated, and adopted across the organization.

Key Responsibilities

Lead end-to-end process design and optimization across multiple operational and service delivery functions.

Develop and maintain standardized process frameworks, procedures, and operating guidelines.

Establish governance for process documentation, version control, change management, and continuous improvement initiatives.

Ensure process standards, templates, workflows, and accountability matrices remain current and aligned with business objectives.

Design and execute training strategies, onboarding programs, and role-based learning paths.

Oversee knowledge management practices and maintain centralized repositories for operational documentation.

Lead organizational change management efforts related to new processes, systems, and operational initiatives.

Monitor adoption, compliance, and process effectiveness through defined metrics and reporting.

Identify process improvement opportunities and drive initiatives to improve quality, efficiency, and team performance.

Partner with technology, engineering, operations, and business teams to support enterprise-wide process and tool rollouts.

Lead, mentor, and develop teams responsible for process excellence, training, and operational enablement.

Establish quality standards for process documentation, learning materials, and operational deliverables.

Qualifications

Education

Bachelor's degree in Engineering, Business Administration, Operations Management, or a related field.

Master's degree preferred.

Relevant professional certifications in process improvement, project management, or change management are a plus.

Experience

Minimum of 12 years of experience in process excellence, operational excellence, business transformation, or organizational enablement within telecommunications, technology, or a related industry.

Minimum of 5 years of leadership experience managing high-performing teams.

Demonstrated success implementing enterprise-level process improvements, governance programs, and training initiatives.

Experience supporting large-scale operational environments and cross-functional delivery organizations.

Preferred Qualifications

Experience with process design methodologies and business process modeling.

Working knowledge of telecommunications network operations, wireless technologies, or satellite communications environments.

Experience implementing service management frameworks and operational best practices.

Lean Six Sigma certification or equivalent continuous improvement experience.

Experience with structured organizational change management methodologies.

Experience building or scaling enablement, training, and knowledge management functions.

Familiarity with learning management systems and digital adoption platforms.

Soft Skills

Strong interpersonal and relationship-building skills.

Excellent written and verbal communication skills.

Proven ability to influence stakeholders across multiple functions without direct authority.

Strong leadership, coaching, and team development capabilities.

Exceptional organizational and project execution skills.

Strategic thinker with strong analytical and problem-solving abilities.

Meticulous attention to detail and commitment to documentation quality.

Ability to manage competing priorities in a fast-paced environment.

Technology Stack

Process modeling and documentation tools (e.g., Microsoft Visio, Lucidchart, Confluence, or similar platforms)

Project and work management tools (e.g., Jira, Smartsheet, Microsoft Project, or equivalent)

Learning Management Systems (LMS)

Knowledge management and collaboration platforms

Microsoft Office Suite, including Excel, PowerPoint, and Teams

Reporting and analytics tools

AI-enabled productivity and content development tools

Physical Requirements

Ability to work in a standard office environment and use a computer for extended periods.

Ability to participate in virtual and in-person meetings across multiple locations and time zones.

Occasional travel may be required.

Ability to access operational, technical, or testing facilities as needed.

Ability to communicate effectively with internal teams, customers, and external partners.

May require flexibility to support global operations and business initiatives outside standard business hours.

This job description may not be inclusive to the duties and responsibilities listed. Additional tasks may be assigned to the employee from time to time or the scope of the job may change as needed by business demands.