Head of Service Delivery

Head of Service Delivery

About the Role

We are seeking an experienced Head of Service Delivery to lead and strengthen the Service Delivery platform across the IMEA region. This role oversees concierge and travel service programs delivered to global clients across multiple industries. You will drive service excellence, client experience, people leadership, quality, compliance, and financial performance while working closely with regional and global stakeholders.

Key Client Segments

• Banking and Wealth Management
• Telecommunications, Automotive, Airlines, Hospitality and Retail

Key Responsibilities

Client and Service Excellence

• Champion a culture of client focused service delivery.
• Review and define contract scopes, KPIs, and SLAs within global frameworks.
• Ensure readiness of Service Delivery teams to meet contractual expectations.
• Drive effective escalation management, complaint handling, and client reporting structures.
• Partner with Sales and Marketing in client reviews, renewals, tenders, and RFPs.
• Lead local, regional, and global program implementations.
• Operationalize SOPs and service processes aligned with client offerings.
  Lead expansion, restructuring, or setup of new service models as required.
• Drive adoption of CRM, digital, and multi channel technologies.

People and Talent Management

• Attract, develop, engage, and retain high performing teams.
• Ensure optimal workforce planning and capacity management.
• Partner with HR and Finance on workforce and financial planning.
• Drive performance management aligned to SLAs and business objectives.
• Build leadership pipelines and succession plans.
• Promote cross functional development and internal mobility.

Training, Quality and Compliance

• Define and execute training and quality strategies across shared service teams.
• Lead quality assurance programs focused on continuous improvement.
• Conduct training needs analysis and capability development.
• Ensure strong complaint management, audit readiness, and regulatory compliance including PCI DSS and ISO.
• Oversee Business Continuity Planning and Disaster Recovery readiness.
• Lead change management for systems and process improvements.

Profitability and Financial Performance

• Own and drive profitability of the Service Delivery Centre.
• Optimize cost, productivity, and efficiency through people, process, and technology.
• Partner with Finance and Sales to track and improve financial performance.
• Review client profitability and address variances.

Communication and Leadership

• Foster an inclusive, diverse, and collaborative culture.
• Lead regular communications and performance reviews with teams and stakeholders.
• Present operational performance to senior management and external clients.

Required Competencies

• Cross cultural and regional leadership capability
• Strong service orientation
• Influential communication and stakeholder management skills
• Strategic problem solving and decision making
• Strong business and financial acumen
• Collaborative leadership and coaching capability

Experience and Qualifications

Required Experience 

• Minimum 8 years’management experience, banking, lifestyle, concierge, travel, or other service-led environments 
• Leadership of teams 50+ employees 
• Experience in regional, multicultural, matrix organizations 
• Call centre / contact centre operational experience 
• Client account management and commercial exposure 
• Familiarity with multi-channel delivery platforms (digital/mobile an advantage) 

Desirable Experience 

• Banking, hospitality, or travel industry background 

Qualifications 

• MBA or Master’s degree preferred 

Languages 

• Excellent written and spoken English 
• Strong local language proficiency