DIRECTOR OF OPERATIONS - SHARED SERVICES

Job Summary

The Director of Shared Services (DSS) – NSC & KES provides enterprise leadership and governance across Shared Services functions that enable and scale service delivery for both the National Service Center (NSC) and Kitchen Equipment Services (KES) divisions. This role has oversight of Sourcing & Supplier Management, Project Management, and Technology Enablement, ensuring these shared capabilities consistently support operational excellence, compliance, cost efficiency, and client value.

The Director of Shared Services is accountable for building and maintaining standardized, scalable solutions that support onboarding through steady-‑state service. With a continuous improvement mindset, the DSS will ensure strong governance of vendors, assets, systems, and data. This role partners closely with Operations, Client Services, Finance, Sales, and Strategic Account leadership.

Key Areas of Oversight

Shared & Technical Services

Sourcing & Supplier Management

Project Management & Asset Lifecycle Programs

Technology Platforms & Integrations

Process & Workflow Consistency

Continuous Improvement Focus

Shared & Technical Services Leadership Core Responsibilities

Vendor Procurement, Accountability & Compliance

• Provide enterprise oversight of vendor procurement supporting NSC and KES services.
• Ensure supplier accountability, compliance validation, and performance governance across all service lines.
• Establish standards for supplier onboarding, credentialing, and continued compliance.
• Ensure primary and back‑up suppliers are in place by market, geography, and service type, including remote locations.

Asset Management Validation & Field Enablement

• Oversee field asset management programs, including:
• Asset validation, tagging & data accuracy
• Asset lifecycle tracking & replacement sourcing
• Field intern acquisition & training
• Confirmation of data integrity for preventive maintenance & repair

Onboarding execution (Clients, Sales, Operations & Vendors)

Provide/ensure oversight of onboarding infrastructure to:

• Clients
• Sales and Solutions teams
• Operations teams
• Vendors
• Ensure shared services processes deliver fast, compliant, and scalable results from contract award through go-live readiness & onboarding

Process & Workflow Oversight, Training & Accountability

• Establish and maintain standard operating procedures across shared services functions.
• Ensure ongoing training and retraining aligned to process changes, platform enhancements, and compliance requirements.
• Govern KPI tracking and accountability frameworks supporting shared services performance.

Sourcing, Pricing & Contract Management

Own governance for supplier pricing, contract management, renewals, and amendments, including:

• Master Service Agreements (MSAs)
• Stand‑alone agreements (e.g., AVETTA, GRMS, DISA)
• Maintaining alignment of sourcing with operational needs, market dynamics, and cost ‑efficiency goals.
• Partnering with Procurement to drive supplier optimization & consolidation.
• Validating informed sourcing decisions for asset replacement, specialized services, and large scope‑ needs.

Long Description

Project Management & Asset Lifecycle Oversight

• Asset Replacement & End-of‑Life (EOL) ‑coordination with operations and clients
• Provide leadership for asset replacement sourcing, including:
• Decommissioning coordination & Installation oversight
• Multi‑supplier acquisition strategies

Governing project management standards for:

• Larger construction or replacement scopes
• Defined scopes of work
• In Scope, On time & On budget project delivery
• Field assessments, on‑site coordination
• Client engagement throughout

Technology Enablement & Digital Infrastructure

• Ownership of Strategy, Development & Integration for NSC and KES including:
• Development
• Integration
• Maintenance
• Govern SAP based‑ expansion capacity and system scalability.

Oversee the replacement of POLY and platform interfaces with:

• JLL
• CBRE
• Corrigo
• Drive Source-to-Pay (S2P) system connectivity and process integration

Maintenance Work Order, Data & Reporting Oversight, Establish/maintain standards for:

• Work order creation, validation, escalation, tracking & KPI reporting
• QR scanning and field asset level‑ data capture
• Client access to real-time metrics on demand
• Supplier dispatch, PM scheduling, invoice matching,
• Account projected vs. actual asset-level spend analysis

Cost Efficiency & Automation by leveraging technology to drive:

• Streamlined workflows
• Labor cost reduction
• Improved visibility into repair spend by asset
• Business transformation with automation & analytics solutions.

Cross Functional Leadership & Collaboration, by partnering with:

• NSC and KES Operations Leaders
• Strategic Account Managers
• Client Services Leadership
• Finance, Sales, and Solutions Teams
• Ensure shared services capabilities are aligned to client commitments, contract models, and operational needs. Assume escalation & decision point contact for systemic shared services risks or gaps.

What This Role Owns

• Shared services strategy and governance
• Supplier sourcing, compliance, and contract enablement
• Asset management validation and lifecycle programs
• Project management standards and large-scope‑ support
• Technology platforms, integrations, and data integrity
• Cross-‑enterprise enablement for NSC and KES
• Key Performance Indicators (KPIs)
• Ontime onboarding and go‑-live‑ enablement
• Technology uptime, adoption, and reporting accuracy
• Cost savings and labor efficiency improvements

Required Qualifications

• Bachelor’s degree required; advanced degree preferred
• 5+ years of experience in shared services, facilities management, sourcing
• Progressive leadership experience in sourcing, project management & technology teams
• Strong contract, compliance, and vendor management background
• Financial acumen with cost-o‑ptimization experience
• Strong executive communication and stakeholder management skills

Preferred Qualifications

• Experience supporting both centralized service centers and field operations
• Background in facilities management, asset services, or outsourced service environments
• Experience leading enterprise platform transformations or integrations   

Impact

The Director of Shared Services – NSC & KES ensures the organization has strong, scalable, and compliant foundational capabilities that enable highperforming service delivery.