WHAT DOES A DIRECTOR OF SERVICES DO?
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.