Director of Operational Excellence

About the role

ICF Next is seeking a senior leader to champion operational excellence across its delivery ecosystem. The Director will ensure integrated quality, seamless cooperation and operational agility for large‑scale, multi‑pillar projects, acting as the guardian of the agency’s standard of quality.

Key responsibilities

• Define and audit Quality Gates for large‑scale, multi‑pillar projects, triggering internal quality reviews to protect the agency’s reputation for excellence.
• Own the connective lines between departments, creating delivery frameworks that maintain consistent quality across Outreach, Events and Production.
• Provide senior leadership with a high‑level view of project health, identifying risks to quality or delivery before they affect the client.
• Review and validate Project Delivery Models proposed by Delivery Directors and Communication Managers, ensuring alignment with quality benchmarks and cost control.
• Identify and propose transversal talent or shared‑role models to improve communication flow, delivery efficiency and cost effectiveness.
• Conduct continuous audits of delivery capabilities, flagging skill gaps and recommending training, development or strategic hires.

Required profile

• Proven senior leadership experience in operational excellence or quality governance.
• Ability to work transversally across events, production and outreach functions.
• Strategic mindset with a focus on integrated delivery and client‑centric outcomes.

Required skills