Sr Director, Global Services - Security & Access Solutions

Responsibilities

• Lead and manage global service teams to deliver exceptional customer service and operational performance.
• Oversee global services teams including Custom Solutions, Project Engineering Services (PES), field services, multiple levels of Technical Support, and strategic operations to ensure seamless service delivery.
• Develop and implement service strategies that align with business objectives and enhance customer satisfaction.
• Drive continuous improvement initiatives to optimize service delivery, reduce costs, and increase efficiency.
• Collaborate with cross-functional teams including sales, offering management, engineering, and operations to ensure seamless service integration.
• Manage relationships with key customers and partners to foster long-term service partnerships.
• Ensure compliance with industry standards and company policies in all service activities.
• Align service strategies and execution plans with Regional General Managers to support regional business goals and customer needs.
• Facilitate regular communication and collaboration with Regional GMs to synchronize service initiatives and share best practices.
• Execute and support the offering strategy by ensuring service delivery aligns with product and market positioning.
• Focus on key performance indicators (KPIs) including Service Level Agreements (SLAs), utilization rates, and productivity enhancements to drive operational excellence.
• Monitor, analyze, and report on SLA adherence, resource utilization, and productivity metrics, implementing corrective actions as needed.
• Create and develop internal team competencies and skill sets to enable migration towards connected, outcome-based offerings.
• Identify skill gaps and implement training and development programs to build capabilities in digital technologies, data analytics, and connected services.
• Champion a culture of innovation and continuous learning to support transformation towards outcome-based service models.
• Serve as the single point of escalation for customer issues, ensuring timely resolution and maintaining a strong customer focus throughout all service interactions.
• Build and maintain strong customer relationships by understanding their needs and delivering solutions that exceed expectations.
• Introduce AI in all aspects of service delivery to augment internal staff capabilities and enhance overall customer experience.
• Partner with IT teams in support of various tools and processes to streamline operational efficiency for Services personnel.

  Qualifications

  • Extensive experience leading global service operations in the security, access control, or related technology industries.
  • Strong knowledge of service management principles and best practices.
  • Proven ability to develop and execute service strategies that drive customer satisfaction and business growth.
  • Experience managing cross-functional teams and collaborating with multiple stakeholders globally.
  • Familiarity with service technologies, field service management software, and customer support systems.
  • Demonstrated ability to work effectively in alignment with regional leadership such as Regional General Managers.
  • Experience in executing and supporting offering strategies within service operations.
  • Strong focus on KPIs related to SLA compliance, utilization, and productivity improvements.
  • Proven experience in building team competencies and driving skill development for connected and outcome-based service offerings.
  • Demonstrated customer focus with experience serving as a single point of escalation for customer issues.
  • Bachelor’s degree in Business, Engineering, or a related field.
  • 10+ years of experience in global service leadership roles within security or technology sectors.
  • Strong strategic thinking and problem-solving skills.
  • Able to drive change and lead teams in a fast-paced, dynamic environment.
  • Excellent knowledge of global market trends and customer needs in security and access solutions.
  • Experience collaborating closely with regional business leaders to align global and regional strategies.
  • Proven track record in supporting and executing offering strategies to enhance service delivery and business outcomes.
  • Demonstrated success in monitoring and improving KPIs such as SLA adherence, resource utilization, and productivity.
  • Experience in designing and implementing competency development programs focused on digital transformation and connected services.
  • Strong customer orientation and proven ability to manage escalations effectively, ensuring customer satisfaction and retention.