Global Service Delivery Manager Jobs in Decatur, GA

3E is a mission-driven company dedicated to creating a safer and more sustainable world. We offer award-winning regulatory intelligence and AI solutions to help organizations protect people and products. With over 35 years of experience and a global presence, we empower our customers with innovative compliance solutions. 

You will get to work at a company that combines startup agility with the stability of an industry leader. Partner with enterprise customers and global experts to advance environmental safety and solve complex data science challenges.

Join us and make an impact!

About the Role:

We are seeking a Director, SDS Authoring Services, to lead the transformation of our global On-Demand Authoring business.

Reporting to the Associate Vice President, Delivered Services, you will lead a global team responsible for delivering approximately 20,000 SDSs annually across a diverse portfolio of customers with varying service levels and turnaround expectations.

This is a critical leadership role focused on modernizing service operations, improving delivery performance, and creating a more agile, data-driven approach to resource management. You will leverage operational metrics, automation, and AI-enabled capabilities to anticipate demand, optimize capacity, reduce backlog, and ensure high-quality service delivery. Success in this role requires the ability to turn data into action, proactively identify risks, and drive continuous improvements that enhance customer outcomes and business performance.

This role is ideal for a leader who enjoys solving complex operational challenges, leading through change, and building scalable processes that drive efficiency, accountability, and measurable results.

What You'll Do:

Lead Operational Transformation

• Modernize the Authoring Services operating model to improve agility, scalability, efficiency, and customer outcomes.

• Shift operational management from reactive execution to proactive, data-driven decision making.

• Build operational visibility through metrics, dashboards, and performance signals that identify emerging risks before they impact customers.

• Champion the evolution of service delivery through automation, AI-enabled workflows, and continuous process improvement initiatives.

Optimize Global Service Delivery

• Lead global On-Demand Authoring operations, ensuring high-quality service delivery aligned with contractual commitments and customer expectations.

• Drive measurable improvements in on-time delivery, backlog health, customer satisfaction, quality performance, and operational efficiency.

• Balance dynamic supply and demand across global resources, proactively responding to fluctuations in workload and customer requirements.

• Implement stronger operational controls, governance, and prioritization processes to improve throughput and reduce service delays.

Strengthen Customer and Commercial Alignment

• Partner closely with Account Management and Customer Success teams to identify and address customer risk earlier in the lifecycle.

• Establish stronger communication channels between delivery and commercial teams to proactively manage customer expectations and mitigate renewal risks.

• Participate in strategic customer discussions, onboarding activities, and service planning initiatives when appropriate.

• Collaborate with Sales, Product, Pricing, and Delivery stakeholders to support growth, retention, and service innovation.

Build High-Performing Teams

• Lead, coach, and develop a team of Authoring Project Managers and operational leaders across a globally distributed organization.

• Foster a culture of accountability, collaboration, inclusivity, and continuous improvement.

• Empower leaders to make decisions, solve problems, and drive results while maintaining alignment to organizational objectives.

• Create an environment where teams actively identify friction points, surface ideas, and contribute to operational improvements.

Drive Business Performance

• Contribute to budgeting, forecasting, cost management, and profitability initiatives.

• Use operational and financial data to optimize resource allocation and improve business outcomes.

• Develop KPIs that connect service performance, customer experience, operational efficiency, and commercial results.

What Makes You a Great Fit

• Bachelor's degree in Chemistry, Chemical Engineering, Biotechnical Science, or a related field.

• 8+ years of experience in SDS authoring, chemical regulatory consulting, product stewardship, or a related field, including 7+ years of leadership experience managing global teams and developing people leaders.

• Strong knowledge of global regulatory frameworks, including GHS, OSHA, ADR, DOT, IATA, and IMDG.

• Experience leading global SDS authoring operations, including managing high-volume workloads, balancing resource capacity and customer demand, and delivering services across multiple regions.

• Experience with SDS authoring platforms such as SAP, MSDgen, WERCS, ProSteward, or similar systems.

• Demonstrated success leading operational improvements, organizational change, and large-scale regulatory or customer-driven projects.

• Proven ability to use data and metrics to identify trends, solve problems, improve performance, and drive business decisions.

• Experience developing and coaching SDS Authors and team leaders in a fast-paced service environment.

• Strong business acumen, including experience managing budgets, operational performance, and service delivery metrics.

• Excellent communication, problem-solving, and stakeholder management skills.

• Ability to navigate ambiguity and drive results in a dynamic, evolving environment.

Preferred Qualifications

• Experience working with customers who have varying levels of regulatory expertise and product data maturity.

• Experience in regulatory services, information services, software, SaaS, or consulting environments.

• Experience with automation, AI-enabled tools, or digital workforce technologies.

• Experience working in highly matrixed global organizations.

Our US Benefits Include:

- Health, dental, and vision insurance

- Life insurance and disability coverage

- Open PTO and parental leave

- 401(k) plan with company matching

- Employee assistance program

- Voluntary supplemental benefits (Accident, Hospital Indemnity, Critical Illness)

3E is currently authorized to hire in the following U.S. states:

Alabama, Arizona, California (excluding Los Angeles), Colorado (excluding Denver), Connecticut, Delaware, District of Columbia, Florida, Georgia, Illinois (excluding Chicago), Indiana, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York (excluding New York City), North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, and Washington.

Disclosures:

3E is committed to a diverse and inclusive work environment. 3E is an equal opportunity employer and does not discriminate based on any legally protected categories. For applicants who would like to request accommodation, please contact us here

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Compensation Range: $125K - $140K