Director, EPO, Service Delivery

Key Responsibilities

Service Delivery Leadership

• Own and manage performance across all twelve EPO service lines.
• Lead a unified delivery organization comprising service-line leaders, quality teams, workforce management, training, and platform operations.
• Ensure operational excellence, scalability, and consistent service outcomes across all engagements.

SLA Quality Management

• Deliver against contractual SLAs, KPIs, and customer satisfaction targets.
• Conduct weekly, monthly, and quarterly performance reviews with partner universities.
• Lead root-cause analysis and corrective action planning for service deviations.
• Establish and maintain a robust quality management framework including audits, monitoring, calibration, and customer feedback programs.
• AI Automation Enablement
• Collaborate with Product and Engineering teams to integrate AI-driven workflows, automation, and analytics into service operations.
• Translate operational challenges into product enhancement opportunities.
• Drive data-led decision-making and operational innovation across the EPO function.
• Ensure dashboards and analytics solutions deliver meaningful insights to partner institutions.

Financial Performance Margin Management

• Own portfolio-level contribution margin and operational profitability.
• Partner with Finance for forecasting, variance analysis, and budget management.
• Maintain operational efficiency while sustaining 3060% cost savings for partner institutions.
• Manage capacity planning and resource forecasting across all engagements.

Compliance, Risk Information Security

• Ensure adherence to FERPA, UK GDPR, EU GDPR, DPDP Act, ISO 27001, and partner university policies.
• Own operational risk management, business continuity planning, and disaster recovery readiness.
• Maintain audit readiness and compliance standards across all service lines.

Partner Relationship Management

• Serve as the senior operational leader for university partners.
• Build executive-level relationships with institutional stakeholders.
• Identify opportunities for account growth and service expansion.
• Lead critical issue resolution and escalation management with speed and accountability.

Qualification & Requirements

Key Performance Indicators KPIs

• SLA achievement across all service lines 95% target
• Partner CSATNPS performance
• Sustained operational cost savings 3060% target range
• EPO contribution margin achievement
• Year-over-year productivity improvements through AI and automation
• Successful compliance and audit outcomes with zero material findings

Experience

• 1418 years of experience in operations leadership within EPO, BPO, GBS, Shared Services, or similar environments.
• Minimum 6 years leading large, multi-functional delivery organizations.
• Proven experience managing complex operational portfolios and large-scale service delivery teams.
• Demonstrated success in delivering significant client cost savings while maintaining profitability.
• Experience supporting academic or higher education operations is highly desirable.
• Education Certifications
• Postgraduate degree in Management, Operations, Business Administration, or a related field.
• Lean Six Sigma Black Belt or Master Black Belt Mandatory.
• COPC Certification, ITIL Foundation, or ISO 9001 Lead Auditor certification Preferred.

Benefits

No information available.