Associate/Director, Global Service Delivery

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.

Requirements

• 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.
• Interested candidates kindly forward your CV to yingjun@peoplesearch.jobs (Chen Yingjun, Reg No: R1216690). Feel free to forward this great opportunity to someone who would be a great fit for this role.
• All information will be kept strictly confidential. We regret to inform that only successful applicants will be contacted.
• PeopleSearch Pte Ltd
• EA License No: 16S8057

Additional Information

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.

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Company Intel

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