Senior Director, Global Delivery Services

Elite is the trusted automation platform for law firm operations across most of the world’s largest and most successful law firms. Elite has guided firms through every technology shift and today delivers the only cloud-native SaaS platform that unifies financial, invoice, time, and data management into a single system of action. With embedded AI, predictive analytics, and integrated payments, Elite’s products enable firms to shorten billing cycles, reduce write-offs, and unlock firm-wide insights, making financial operations the foundation for law firm innovation and growth.

Position Overview: The Senior Director, Global Delivery Services leads customer delivery operations across EMEA and APAC, ensuring consistent execution, operational excellence, and successful customer outcomes. This role oversees a global delivery organization, drives performance through governance and key metrics, and partners with cross-functional teams to support customer success. The position is critical to maintaining high customer satisfaction, enabling scalable growth, and ensuring customers realize value from the company's solutions.

Work Arrangement: Remote. This role requires the individual to be based in UK Time Zone (GMT/BST).

What You’ll Do:

• Provide strategic leadership and governance for all delivery operations across the UK, EMEA, and APAC regions, ensuring consistent methodologies, quality standards, resource utilization, and successful customer outcomes.
• Lead and develop a global delivery organization, including Directors, Managers, Project Managers, and Consultants, with responsibility for performance management, workforce planning, succession planning, employee development, and overall team effectiveness.
• Establish and maintain delivery governance frameworks, monitoring project health, risks, escalations, financial performance, delivery metrics, and operational effectiveness to drive continuous improvement and customer satisfaction.
• Partner closely with Sales and Customer Success teams to support pre-sales activities, delivery scoping, implementation planning, customer adoption, renewals, and expansion opportunities.
• Serve as the senior escalation point for complex, high-risk, or strategic customer engagements, ensuring timely resolution and successful delivery outcomes.
• Collaborate cross-functionally with Product, Technology, Customer Support, and Customer Success teams to enhance the customer experience, influence product direction, and ensure seamless delivery, go-live, and post-implementation support.
• Drive strategic initiatives that improve customer satisfaction, operational efficiency, delivery scalability, time-to-value, and adoption of new tools, processes, and methodologies.
• Act as a key member of both the Global Delivery Services Leadership Team and UK Leadership Team, contributing to organizational strategy, regional execution, culture, employee engagement, and business growth.
• Build and maintain strong relationships with internal and external stakeholders, including executive leadership, customers, and strategic partners, ensuring alignment on business objectives and delivery priorities.
• Perform other duties as assigned to support departmental and company objectives.

What You’ll Need:

• Bachelor's Degree in Business, Technology, related discipline or equivalent experience.
• 12+ years of experience in global delivery, professional services, or SaaS implementation environments.
• Proven leadership experience managing multi-layered, geographically distributed teams.
• Strong expertise in project/program management, delivery governance, and operational performance management.
• Experience working cross-functionally with Sales, Customer Success, Support, Product, and Engineering teams.
• Excellent stakeholder management, communication, and influencing skills at senior levels.
• Demonstrated ability to drive strategic initiatives and operational improvements in a complex, global organisation.
• Strong analytical and data-driven decision-making capabilities.
• Experience within legal technology, professional services, or financial systems environments is highly desirable.
• Experience with Elite software solutions and legal industry operations is strongly preferred.
• Ability to travel up 25–50% as business needs require.
• Role requires the following physical capacity: Sedentary: primarily desk/computer work.
• Must be legally authorized to work in United Kingdom; Elite does not provide employment sponsorship for this position.

Benefits:

• Comprehensive Healthcare Coverage (Health, Dental, Vision)
• Retirement Savings Plan with an Employer Contribution
• Professional Development Opportunities
• Tuition Reimbursement
• Parental Leave
• Time Off
• Wellness Initiatives
• Employee Assistance Program
• Generous Global Parental Leave
• Calm, free premium subscription
• Employee Discount Program

Please note that we do not offer sponsorship for this position.

Additional Information: At Elite Technology, we embrace an employee-centric, flexible work model that empowers you to do your best work in the environment that suits you. However, we also recognize the importance of in-person collaboration for key moments that truly matter. In our flexible remote approach, you have the freedom to choose a workspace within your home country that best fits your needs. Our corporate offices are located in New York City, Los Angeles, Costa Rica, and the Philippines, providing additional options for those who prefer or need a hybrid work environment. Our diverse global team spans the U.S., Canada, U.K., Costa Rica, the Philippines, and Australia.

Please note that at this time, we are unable to hire employees located in Quebec or Ontario Provinces, Alaska, Hawaii, Puerto Rico, Louisiana, and Oklahoma. As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace. We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. We are not accepting applications submitted through recruiting agencies.