Associate/ Director, Global Service Delivery

Role overview

This position is for a seasoned service delivery leader who can manage the delivery of mission-critical services across an international customer base. The role combines operational leadership, customer experience improvement, team management across multiple geographies, and alignment of delivery outcomes with commercial and business priorities.

Key responsibilities

• Create and implement a global service delivery approach that supports business expansion and high operational standards.
• Oversee service delivery across several regions to ensure dependable quality and strong customer outcomes.
• Set up governance structures, service benchmarks, KPIs, and SLAs that support performance and delivery commitments.
• Bring consistency to service processes, platforms, and operating practices so the model can scale efficiently.
• Champion improvement programs, automation, and transformation efforts to raise productivity and service quality.
• Work closely with business development and account teams to enable customer growth, renewal, and broader service opportunities.
• Convert customer expectations into practical delivery plans and operational solutions.
• Develop trusted relationships with senior stakeholders, clients, and partners while resolving complex escalations.
• Manage, coach, and grow globally distributed teams, promoting ownership, teamwork, and new ideas.
• Advise leadership on service performance, governance, operational exposure, and ways to improve customer experience.

Requirements

• A bachelor's degree in Business, Information Technology, Engineering, or a similar field is required.
• At least 15 years of experience in large-scale service delivery or operations leadership within a global setting.
• Hands-on background managing dispersed teams and complex delivery environments.
• Solid knowledge of service management, governance, performance tracking, and continuous improvement methods.
• Evidence of success in transformation programs and operational excellence initiatives.
• Strong leadership presence with excellent stakeholder management, communication, negotiation, and executive presentation ability.
• Commercial awareness and the ability to weigh customer needs, service performance, and business goals together.
• ITIL certification or another recognized service management credential is beneficial.

Additional information

This is a full-time, onsite role based in Singapore. The position is intended for an experienced professional capable of operating at a senior leadership level in a global service delivery environment.