DRSC Global Strategy & Operations Leader

Key Responsibilities

Operational strategy & execution

• Own the end-to-end operating model, leading teams to deliver 24/7/365 (as applicable) support coverage. Design and deliver strategic roadmap for the KL DRSC, aligning client priorities to local capability investments and SEA market realities.
• Translate business objectives into measurable operational targets (e.g., productivity, cost-to-serve, client quality metrics, retention, and time-to-capability) and be accountable for delivering them
• Lead cross-functional programs that shift the center from cost focus to value creation (automation, advanced analytics, productization of services)
• Influence & apply a deep understanding of the different components that make up fully loaded costs, identifying levers to support optimisation and estimate on an ongoing basis the investments required around infrastructure and non-infra requirements

Service delivery

• Under the direction of the TPL, dedicate a portion of capacity to the delivery of designated GDAS program scope items, assuming end-to-end responsibility for team management, schedule adherence, budget control, and quality assurance

Stakeholder leadership & influence

• Serve as the primary point of contact for key clients and regional stakeholders — shaping priorities, negotiating trade-offs, and securing investment and sponsorship for transformational initiatives
• Build trusted advisory relationships with local and global business leaders and enable performance feedback loops that inform continuous improvement and inform service delivery enhancements
• Define and deliver a talent strategy for the DRSC that balances scale, specialized skills, and leadership bench-strength to support multi-business delivery for clients.
• Implement capability programs (technical skills, domain knowledge, leadership development, mobility and retention levers) to convert workforce investments into measurable service outcomes
• Foster an inclusive, high-performance culture that supports innovation, cross-border collaboration, and internal mobility

Innovation & continuous improvement

• Champion new operating practices, automation, and data-driven solutions to improve cycle times, reduce error rates, and unlock scalable efficiencies
• Sponsor pilots and scale successful prototypes into repeatable services and reusable assets (playbooks, platforms, IP)

Qualification & Requirements

• 15+ years in senior technology and operational leadership roles within multi-business delivery centers, shared services, or professional services firms.
• Proven record influencing senior stakeholders in matrixed, global organizations and translating strategy into delivery
• Strong experience in program delivery, operational governance, KPI/analytics, change management, and AI adoption
• Proficient in driving process improvements, and best practices for organizations
• At least 3 years of experience working within a lean-agile product organization, preferably using the Scaled Agile Framework (SAFe®), with a demonstrated history of delivering value aligned to company objectives

Benefits

No information available.