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. Learn more at elite.com. 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 ​ , United Kingdom This role requires the individual to be based in ​ UK Time Zone (GMT/BST) ​ . Responsibilities • 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. ​ Qualifications • ​ ​ 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, Cu