Head of Service Delivery

About the Role

We are looking for an experienced Head of Service Delivery to lead business-as-usual (BAU) operations across staff augmentation and captive/shared services delivery. The role focuses on operational stability, service quality, workforce productivity, stakeholder satisfaction, risk management, and continuous improvement, while ensuring operations are ready to support future managed services growth.

The ideal candidate has strong experience in service delivery leadership, insurance offshoring, BPO, shared services, or global capability center (GCC) operations.

Key Responsibilities

• Lead BAU service delivery operations, ensuring service commitments, quality standards, and performance targets are met.
• Manage and provide guidance to Service Delivery Managers, ensuring accountability, effective governance, and timely issue resolution.
• Monitor service levels, productivity, utilization, workforce capacity, quality, and operational costs.
• Serve as the senior escalation point for critical delivery, staffing, quality, and operational issues.
• Standardize processes, strengthen operational controls, and drive continuous improvement initiatives.
• Partner with Account Management, HR, Recruitment, Finance, Legal, Compliance, IT, and other support teams to align staffing and delivery requirements.
• Oversee workforce planning, onboarding, shift coverage, resource allocation, replacement planning, and service continuity.
• Support transition readiness and operational maturity for future managed services initiatives.
• Implement performance metrics, governance routines, risk controls, and service reporting.
• Lead, coach, and develop service delivery leaders and high-performing teams.
• Support capacity planning, cost efficiency, productivity improvements, and business growth initiatives.
• Ensure compliance with information security, data privacy, audit, and business continuity requirements.

Qualifications

• Bachelor's degree in Business Administration, Management, Operations, Finance, Information Technology, Industrial Engineering, or a related field.
• At least 15 years of progressive experience in service delivery, operations, shared services, BPO, global capability centers, captive operations, or managed services.
• At least 8 years in a senior leadership role managing large, multifunctional, or matrixed delivery teams.
• Strong experience in insurance offshoring, captive operations, or global capability centers, preferably with insurance domain knowledge.
• Proven expertise in service level agreement (SLA) management, service governance, workforce planning, transition management, and escalation resolution.
• Experience in operational controls, productivity and utilization management, quality assurance, risk management, and process improvement.
• Strong stakeholder management, decision-making, and executive communication skills.
• Demonstrated ability to lead, coach, and develop managers and delivery teams.
• High level of accountability, professionalism, integrity, and sound judgment.

Preferred Qualifications

• MBA, relevant postgraduate qualification, or professional certifications.
• Knowledge of Lean, Six Sigma, ITIL, Agile, project management, or operational excellence frameworks.
• Experience supporting managed services readiness, operational transformation, and service standardization.