WHAT DOES A DIRECTOR OF SERVICES DO?
Reviewed under Editorial Standards by Lam Nguyen
Updated: Mai 28, 2025 - The Director of Services leads a team of executives and managers to deliver exceptional support to a rapidly growing customer base. Drives the evolution of service delivery models to align with market needs while championing customer satisfaction and operational excellence. Fosters a culture of creativity, knowledge sharing, and customer advocacy, ensuring continuous improvement and delight in post-sale service.
A Review of Professional Skills and Functions for Director of Services
1. Director of Shared Services Duties
- Shared Services Strategy Development: Develop a strategy and approach to Shared Services Organization and Center of Excellence.
- Service Scope Management: Define, enlarge, and maintain the scope of services to be shared across business units efficiently.
- Enterprise Relationship Building: Establish solid relationships with business units and leadership across the enterprise, ensuring satisfaction by collaboratively developing service level agreements, adhering to those agreements, and monitoring costs, quality, and timeliness.
- Operational Efficiency Enhancement: Lead the effort to build out and enhance new work streams geared toward operational efficiency in the business life cycle.
- Business Value Communication: Communicate business value, project statistics, and issues to business leadership and business sponsors.
- Service Delivery Alignment: Lead the development and alignment of service delivery strategy with the business strategy.
- PMO Development Assistance: Assist in the development and establishment of a Project Management Office (PMO) by working with leadership to define the mission, vision, and governance.
- Workforce Planning: Plan for and anticipate short- and long-term people support needs.
- Support Workflow Establishment: Establish Tier 1 & Tier 2 support workflows and processes.
- Resource Augmentation: Ensure teams across the organization are augmented with resources that meet the required skillset for implementation of engagement-specific SOWs.
- Short-Term Operations Scaling: Develop short-term mitigation plans to scale shared services operations in the absence of scalable systems and tools.
2. Director of Shared Services Details
- Service Center Best Practices: Bring expertise on Service Center best practices, including compliance management, while driving continuous improvement for a scalable and sustainable SSCE delivery model.
- SLA Management: Establish and ensure all SLAs within SSCE are consistently met, reviewed, and revised as appropriate.
- Performance Metrics Development: Monitor, analyze, and report on key data through the development of metrics that measure the performance of the Shared Services Center of Excellence and its resources.
- Resource Allocation Partnership: Work in partnership with leaders across business units to meet project needs and ensure effective and efficient resource allocation.
- Customer Service Excellence: Provide unparalleled customer service, ensuring client confidence and trust with executives through exceptional communication and presentation skills.
- Shared Services Promotion: Promote and engage the business regarding the shared services business model and self-service direct access provisions.
- Project Collaboration: Work in conjunction with engineering and technology teams on internal and external projects, establishing communication and change management processes.
- Risk Mitigation and Process Improvement: Plan effectively and proactively mitigate risks on projects and workstreams, improving operations through process redesign and leveraging technology to reduce workload demands.
- IT Outsourcing and Delivery Expertise: Apply expertise in IT outsourcing, economies of scale, delivery improvement opportunities, transition planning, and contract negotiations.
- Centers of Excellence Development: Partner with leadership to create and establish Centers of Excellence and Communities of Practice.
3. Director of Services Responsibilities
- Public Safety Service Delivery Ownership: Serve as the owner of the Public Safety service delivery function.
- Performance Measurement: Measure and report on Public Safety service operations to customers and executive leadership.
- Cross-Team Collaboration: Partner with sales executives, sales leadership, implementation teams, and the NOC to drive improvement in delivery of services to Public Safety customers.
- Goal and Priority Development: Collaborate across teams to develop and implement goals, objectives, and priorities to support the Public Safety practice.
- Best Practices Development: Assist with the development of best practices in service delivery to Public Safety customers.
- Long-Term Planning: Develop and preside over long-term plans to improve practice operations and service delivery.
- Technology Evaluation: Evaluate technology trends, provide updates, recommendations, and best practices to the leadership team, including technical materials, professional education, and training requirements.
- Manufacturer Alignment: Work in alignment with product manufacturers in support of delivery escalations, service planning, and service quality initiatives.
- Media and Political Communication: Work and communicate with media organizations and political entities to best represent interests.
- Risk Assessment: Assess delivery risk and inform executive leadership when action must be taken to protect customers and Public Safety business.
- Customer Interaction Coordination: Communicate, coordinate, and facilitate interactions between external customers and support teams to provide a full scope of services.
- Escalation Management: Serve as the ultimate point of contact for service escalations and customer inquiries.
- Client Relationship Development: Develop and maintain effective client relationships.
- Report Writing: Write memos, reports, and other documents outlining findings and recommendations for managers, executives, and other officials.
4. Director of Services Accountabilities
- Team Leadership: Oversee a team of Services Executives and management team in the deployment and ongoing support of a rapidly growing customer base.
- Service Delivery Evolution: Evolve service delivery model to ensure alignment with business and market needs.
- Operational Excellence: Relentlessly pursue operational excellence to efficiently deliver exceptional service.
- Product Expertise: Gain deep knowledge, understanding, and experience with the product and how it integrates with other systems in a customer environment.
- Training and Guidance: Provide training, guidance, and best practices to customers and the team.
- Customer Advocacy: Create evangelists by listening to customers closely and delighting them with post-sale service.
- Team Coaching: Coach team members to deliver exceptional customer service and satisfaction.
- Account Management Collaboration: Partner closely with the Account Management Team to ensure the highest level of customer satisfaction.
- Customer Representation: Wear the customer's shoes and represent the voice of the customer to influence internal stakeholders.
- Cultural Development: Create a culture that promotes creativity and knowledge sharing.
5. Director of Tax Services Functions
- Client Relationship Management: Manage the day-to-day client service relationships.
- Tax Advisory Leadership: Serve as the lead advisor to a variety of specialized tax services that can help improve compliance with taxing entities while maintaining each client's overall tax risk profile.
- Creative Strategy Development: Develop and pursue creative strategies while using the latest technologies.
- Client Management and Service Delivery: Conduct day-to-day management of clients by delivering all tax consulting services to the client and bringing in specialists.
- Tax Research and Analysis: Research and analyze a wide range of tax issues related to business transactions and the tax implications of financing techniques and tax-planning responsibilities for corporate and individual clients.
- Team Leadership and Development: Responsible for the development and motivation of all staff by providing them with leadership, counseling, and career guidance.
- Service Opportunity Identification: Identify new service opportunities for new and existing clients.
- Tax Technical Expertise: Develop and sustain superior tax technical competencies.
Editorial Process
Lamwork content is developed through structured review of publicly available job postings and documented hiring trends.
Editorial operations are managed by Thanh Huyen, Managing Editor, with research direction and final oversight by Lam Nguyen, Founder & Editorial Lead. Content is periodically reviewed to reflect observable labor market changes.