Head of Service Delivery

7 days ago

Manila, National Capital Region, Philippines Tookitaki Full time

Tookitaki Manila, National Capital Region, Philippines

Head of Service Delivery

Tookitaki is seeking a Service Delivery Head to lead the end-to-end implementation of both On-Premise and Compliance-as-a-Service (CaaS) solutions. This role is pivotal in ensuring seamless client onboarding, deployment, and operational excellence, managing complex implementations for financial institutions. The ideal candidate has a proven track record in managing large-scale service delivery, deep expertise in regulatory compliance, and strong leadership skills to drive high customer satisfaction.

Position Purpose

The Service Delivery Head is responsible for overseeing the successful deployment of Tookitaki's financial compliance solutions, ensuring high-quality implementation across multiple geographies. This role demands strategic leadership, stakeholder management, and operational efficiency, focusing on client satisfaction, regulatory adherence, and continuous process improvements. The Service Delivery Head will also lead a team of project managers, engineers, and support professionals to drive operational excellence in On-Premise and CaaS deployments.

Key Responsibilities

End-to-End Service Delivery Management
  • Lead the implementation of Tookitaki's On-Premise and CaaS solutions for global clients.
  • Ensure seamless deployment, integration, and handover to operational teams.
  • Develop service delivery frameworks and best practices to ensure efficiency.
Client Engagement & Relationship Management
  • Serve as the primary escalation point for all major implementation projects.
  • Work closely with banks, fintechs, and regulators to ensure smooth deployments.
Team Leadership & Performance Management
  • Build and lead a high-performing service delivery team, including Project Managers, Deployment Engineers.
  • Define KPIs and performance metrics to drive operational excellence.
  • Foster a culture of continuous learning, innovation, and process optimization.
Operational Efficiency & Process Optimization
  • Standardize deployment methodologies across On-Premise and CaaS implementations.
  • Drive automation and process improvements to enhance scalability and efficiency.
  • Implement robust risk management and quality control frameworks.
Regulatory Compliance & Security Alignment
  • Ensure all deployments comply with global financial regulatory requirements (GDPR, PCI-DSS, MAS, etc.).
  • Work closely with security and compliance teams to maintain operational integrity.
  • Implement disaster recovery and business continuity strategies for all deployments.
Cross-Functional Collaboration & Strategic Alignment
  • Partner with Product, Engineering, Sales, and Customer Success teams to align service delivery with business objectives.
  • Provide regular reports and insights to senior leadership on implementation progress and challenges.
  • Drive initiatives to enhance client retention, upsell opportunities, and long-term engagement.

Qualifications and Skills

Education
  • Bachelor's or Master's degree in Computer Science, Engineering, Business Administration, or related field.
  • PMP, ITIL, or Six Sigma certifications (preferred).
Experience
  • 20+ years of experience in service delivery, project management, or implementation leadership.
  • Proven expertise in large-scale enterprise solution deployments in financial services, banking, or regulatory technology.
  • Strong background in B2B SaaS, On-Premise, and CaaS implementations.
  • Experience in working with global clients, regulators, and compliance-driven environments.
Technical Expertise
  • Strong understanding of cloud platforms (AWS, GCP, Azure) and on-premise infrastructure.
  • Knowledge of AML, fraud detection, and regulatory compliance solutions.
  • Proficiency in project management tools (JIRA, Asana, MS Project).
  • Experience in automation, DevOps, and process optimization methodologies.
Soft Skills
  • Exceptional leadership and stakeholder management abilities.
  • Strategic thinker with a data-driven approach to problem-solving.
  • Strong negotiation, conflict resolution, and decision-making skills.
  • Ability to manage multiple global implementations simultaneously.
  • Service Delivery Excellence: Ability to lead large-scale technology deployments across multiple regions.
  • Customer-Centric Approach: Strong focus on client success and relationship management.
  • Operational Efficiency: Expertise in process improvement, automation, and team productivity optimization.
  • Regulatory & Compliance Knowledge: Deep understanding of global financial regulations and security protocols.
  • Cross-Functional Leadership: Ability to align technology, operations, and customer success teams.

Success Metrics

  • 100% on-time and successful implementations across all Tookitaki deployments.
  • Achieve customer satisfaction scores (CSAT) of 90%+ for all service engagements.
  • Reduce deployment costs by 20% through process automation and efficiency.
  • Maintain 100% adherence to global regulatory compliance standards.
  • Build and retain a high-performance service delivery team with measurable improvements in productivity.

Introducing Tookitaki

Tookitaki: The Trust Layer for Financial Services

Tookitaki is transforming financial services by building a robust trust layer that focuses on two crucial pillars: preventing fraud to build consumer trust and combating money laundering to secure institutional trust. Our trust layer leverages collaborative intelligence and a federated AI approach, delivering powerful, AI-driven solutions for real-time fraud detection and AML (Anti-Money Laundering) compliance.

How We Build Trust: Our Unique Value Propositions

  • The Anti-Financial Crime (AFC) Ecosystem is a community-driven platform that continuously updates financial crime patterns with real-time intelligence from industry experts. This enables our clients to stay ahead of the latest money laundering and fraud tactics.
  • FinCense – End-to-End Compliance Platform
  • Our FinCense platform is a comprehensive compliance solution that covers all aspects of AML and fraud prevention—from name screening and customer due diligence (CDD) to transaction monitoring and fraud detection.

Industry Recognition and Global Impact

Tookitaki's innovative approach has been recognized by some of the leading financial entities in Asia. We have also earned accolades from key industry bodies such as FATF and received prestigious awards like the World Economic Forum Technology Pioneer, Forbes Asia 100 to Watch, and Chartis RiskTech100.

Serving some of the world's most prominent banks and fintech companies, Tookitaki is continuously redefining the standards of financial crime detection and prevention, creating a safer and more trustworthy financial ecosystem for everyone.

Seniority level
  • Director
Employment type
  • Full-time
Job function
  • Engineering and Information Technology
  • Industries: Software Development and Financial Services
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