Global Service Delivery Leadership Director

Overview

As Global Service Delivery Leadership Director, you will run a large, international service delivery function within Group Managed Services, ensuring delivery against customer commitments while balancing cost and performance. You will lead a ~300-strong team across core countries and nearshore/offshore locations, forging strong relationships with Sales, Service Management, customers and senior stakeholders. You will drive service improvement, governance, and commercial outcomes in a fast-paced, high-visibility environment. This role offers the chance to shape global service delivery and influence customer outcomes at scale, in a collaborative, one-team culture.

Responsibilities

• Lead a global, high-performing service delivery community of ~300 people across locations.
• Ensure services meet SLAs, customer expectations, and contractual commitments with focus on service improvement.
• Manage headcount, utilization, cost optimization and P&L targets to meet commercial performance baselines.
• Collaborate with Sales, customers and Service Management to address challenges and support opportunities.
• Own escalation management and drive service improvement plans in a fast-paced, high-pressure environment.
• Provide governance and assurance across deal reviews, service changes, and compliance with policy and values.
• Build strategic relationships with senior stakeholders and service partners.
• Champion global collaboration to deliver consistent, high-quality outcomes across geographies.

Key requirements

• Senior service delivery leadership experience in a large organization.
• Commercial and operational acumen balancing customer, operational and financial priorities.
• Stakeholder and customer management with ability to influence at senior levels.
• Resilience and tenacity to lead in a fast-paced environment and drive improvements.
• Clear written and verbal communication for executive engagement.
• Political awareness and collaboration across functions, countries and cultures.
• People leadership with experience inspiring and developing large teams.

• stakeholder management
• resilience
• clear communication
• service delivery operations
• SLAs and governance
• P&L management

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