Role Title: Head of Global Services Delivery
 
Position Overview:
The Head of Global Services Delivery will play a pivotal leadership role in managing and optimizing service delivery across multiple regions. This individual will work closely with global business leaders to ensure high-quality, efficient, and client-focused delivery of operational services. They will be responsible for driving KPI performance, deepening client partnerships, ensuring service excellence, and advancing the delivery center's evolution into managed services offerings.
Key Responsibilities:

• Global Service Delivery Management
  • Serve as the primary operational liaison between the Philippines center and business managers across the US, Canada, Bermuda, Europe, and Australia.
  • Oversee day-to-day service delivery operations across multiple functional areas, ensuring alignment with agreed KPIs, SLAs, and success metrics.
  • Maintain clear and proactive communication with global stakeholders, managing expectations and ensuring service satisfaction.
• Performance Management and Continuous Improvement
  • Implement rigorous monitoring, reporting, and analysis of operational KPIs and team performance.
  • Drive operational improvements, standardization, and process excellence initiatives to enhance service quality and efficiency.
  • Establish governance frameworks for service reviews, escalations, and continuous improvement initiatives.
• Strategic Leadership
  • Translate Executive Leadership's vision into actionable service delivery strategies and operational plans.
  • Lead the transformation of the delivery center's operating model to include managed services offerings, value-added solutions, and enhanced service innovation.
  • Partner with business units to identify opportunities to expand services, increase operational value, and deepen client relationships.
• Team Leadership and Development
  • Lead, mentor, and develop a team of operational managers and delivery leads, fostering a high-performance, client-focused culture.
  • Ensure teams are appropriately resourced, trained, and equipped to meet evolving business needs.
• Client and Stakeholder Engagement
  • Build and maintain strong, trusted relationships with global business partners.
  • Proactively manage stakeholder expectations, resolve service issues, and drive client satisfaction initiatives.

Qualifications:

• 12+ years of leadership experience in global service delivery, operations management, or shared services leadership; insurance or financial services background strongly preferred.
• Proven experience managing service delivery across multi-regional teams including North America, Europe, and APAC.
• Strong knowledge of KPI management, service level agreements (SLAs), and managed services delivery models.
• Track record of leading operational transformations and scaling service offerings.
• Exceptional stakeholder management and executive communication skills.
• Bachelor's degree required; advanced degree in business, operations management, or related field preferred.

Key Competencies:

• Strategic thinker with operational rigor
• Strong relationship management and client engagement abilities
• Change management and process transformation expertise
• Ability to lead in a matrixed, fast-paced, global environment
• Data-driven decision-making and results orientation
• High integrity, professionalism, and cultural sensitivity