Senior Director of Support Services

Senior Director Support Services 

Role Summary:

The Senior Director of Support Services will provide strategic leadership and operational oversight for the Systems Development, Customer Experience and Procurement teams. The Sr. Director of Support Services will drive operational excellence through strategic planning, performance management, and continuous improvement initiatives.  This position will require open communications with internal and external stakeholders on an ongoing basis.

Job Responsibilities:

• Strategic Leadership;

• Develop and implement strategies that improve the efficiency, quality, and effectiveness of support services.

• Align departmental goals with the broader organizational mission and objectives.
  
  

• Customer Service Oversight;

• Lead the customer service team to ensure timely, effective, and courteous service to both internal and external stakeholders.

• Monitor service levels and implement improvements based on feedback and performance metrics.
  
  

• Collaboration & Coordination;

• Work closely with department leaders to identify support needs and ensure services meet operational requirements.

• Foster a collaborative environment to drive cross-functional efficiency.
  
  

• Budgeting & Cost Management;

• Develop, manage, and monitor the support services budget, ensuring cost-effective and efficient resource allocation.

• Identify cost-saving opportunities without compromising quality of service.
  
  

• Performance Management;

• Define and track key performance indicators (KPIs) for all areas of support services.

• Use data to make informed decisions and guide continuous improvement.
  
  

• Staff Development & Supervision;

• Recruit, train, and mentor a high-performing team.

• Conduct regular evaluations and provide feedback, coaching, and professional development opportunities.
  
  

• Process Improvement & Innovation;

• Continuously review and enhance support service processes to improve delivery, efficiency, and customer satisfaction.

• Stay updated on industry trends and best practices to inform innovation and upgrades.
  
  

Preferred Qualifications & Skills:

• Bachelor’s degree in Business Administration, Operations Management, or related field field (Master’s degree preferred).

• 8+ years of progressive leadership experience, including data-driven operations or support services management.

• Minimum of 7-10 years of progressive experience in operations management or support services, including at least 3 years in a leadership role.

• Strong leadership, organizational, and communication skills.

• Strong analytical, quantitative, and problem solving skills.

• Proven ability to manage budgets and lead cross-functional teams.

• Proficient in Microsoft Office Suite and other relevant business software systems.

• Demonstrated expertise in process improvement methodologies (e.g., Lean, Six Sigma).

• Experience with performance management tools and ERP or facilities management systems.

• Intermediate to Advanced proficiency in Excel, Power BI, or other analytics platforms.

Key Competencies:

• Demonstrates the highest level of discretion & professionalism when handling sensitive information; maintains confidentiality in all interactions and business dealings.

• Applies logical reasoning and data-driven analysis to assess challenges, identify root causes, and develop effective, sustainable solutions.

• Deep understanding of organizational operations and industry dynamics; leverages this knowledge to drive strategic alignment and informed decision-making.

• Builds and maintains strong, productive relationships with internal and external stakeholders; fosters collaboration and trust across all levels of the organization.

• Exercises sound judgment in high-pressure situations; balances risk and reward while making timely, informed decisions that align with business goals.

• Focused on achieving measurable outcomes; sets clear goals, monitors progress, and takes accountability for performance and results.

• Anticipates future challenges and opportunities; develops forward-thinking strategies to position the organization for long-term success.

Benefits Offered:

• • Medical Insurance Plans (90% Premiums Paid by ER)
  • Dental & Vision Insurance (100% ER Sponsored)
  • Basic Life Insurance (100% ER Sponsored)
  • Short Term Disability Insurance (100% ER Sponsored)
  • Long Term Disability Insurance (100% ER Sponsored)
  • Employee Assistance Program (100% ER Sponsored)
  • Education Assistance Program ($5,250 Annually)
  • Holiday Pay (16 paid in 2025)
  • 3 Week's Vacation Annually
  • Parental Leave (6 weeks' paid by ER)
  • Succession Planning Program (Training Paid by ER)
  • 401k Plan (4% Match by ER)
  • HSA Plan (% Sponsored by ER)
  • FSA Plan
  • DCA Plan
  • Work-Life Balance
  • Excellent Compensation:  Leading SA Market

Dalkia Energy Solutions is proud to be an Equal Opportunity Employer and promote diversity, equity, and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, national origin, disability, veteran status, or any other characteristic protected by law.