Associate/ Director, Global Service Delivery

Role Overview

We are seeking an experienced service delivery leader to oversee the delivery of business-critical services across a global customer portfolio. This role is responsible for driving operational excellence, enhancing customer experience, leading geographically dispersed teams, and ensuring service delivery aligns with business objectives and commercial goals.

Key Responsibilities

• Develop and execute the global service delivery strategy to support business growth and operational excellence.
• Lead end-to-end service delivery across multiple regions, ensuring consistent service quality and customer satisfaction.
• Establish governance frameworks, service standards, KPIs, and SLAs to drive operational performance and ensure service commitments are achieved.
• Standardize service delivery processes, tools, and best practices to improve scalability, efficiency, and consistency.
• Drive continuous improvement, automation, and transformation initiatives to enhance service quality and operational productivity.
• Partner with business development and account teams to support customer growth, retention, and service expansion opportunities.
• Translate customer requirements into effective delivery strategies and operational solutions.
• Build and maintain trusted relationships with senior leaders, customers, and strategic partners while managing complex service escalations.
• Lead, mentor, and develop high-performing global teams, fostering a culture of accountability, collaboration, and innovation.
• Provide strategic guidance on service performance, operational risks, governance, and customer experience improvements.

Qualifications

• Bachelor's degree in Business, Information Technology, Engineering, or a related discipline.
• Minimum 15 years of experience leading large-scale service delivery or operations in a global environment.
• Proven experience managing geographically distributed teams and complex service delivery operations.
• Strong understanding of service management, operational governance, performance management, and continuous improvement practices.
• Demonstrated success leading business transformation and operational excellence initiatives.
• Excellent leadership, stakeholder management, communication, negotiation, and executive presentation skills.
• Strong commercial acumen with the ability to balance customer satisfaction, operational performance, and business objectives.
• ITIL certification or an equivalent service management qualification is an advantage.