Head of Service Delivery

Key Responsibilities

• Lead end-to-end global operations for customer service and back-office processes across multiple geographies (APAC, EMEA, Americas).
• Manage large-scale delivery teams, setting KPIs, SLAs, and performance targets to ensure operational excellence.
• Drive business transformation initiatives, including process reengineering, automation (RPA/AI), and digital tools to improve efficiency and customer experience.
• Lead client engagement and governance, serving as the senior point of contact for key global clients.
• Work closely with cross-functional teams (IT, HR, Finance, Compliance) to enable smooth transitions and optimized delivery.
• Lead transition and migration of new processes from clients or acquired entities.
• Champion a culture of continuous improvement, employee engagement, and people development.
• Ensure full compliance with regulatory, risk, and information security standards in every region of operation.
• Build and scale new capabilities or service lines based on market demand and internal growth strategy.

Qualification & Requirements

Required Qualifications:

• 15+ years of experience in BPO, Shared Services, or Global Delivery Operations.
• Minimum of 5 years in a senior leadership role (VP/SVP/Head) handling large, geographically distributed teams.
• Proven track record in business transformation, digital operations, and client relationship management.
• In-depth knowledge of Lean Six Sigma, RPA tools, and performance improvement frameworks.
• Strong understanding of key industries: insurance, banking/finance, healthcare, retail, automotive.
• Excellent leadership, communication, and stakeholder management skills.

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Operations, or equivalent (MBA preferred).
• Certifications in Lean Six Sigma, PMP, ITIL, or RPA platforms (UiPath, Blue Prism) are a plus.
• Experience managing multi-region delivery centers (preferred APAC + EMEA or Americas).

Benefits

No Information Available