Global Service Delivery Leader for International Operations

4 days ago

Manila, National Capital Region, Philippines Q2 HR Solutions Inc. Full time
Job Summary

This role is responsible for developing and executing a global service delivery model to support international B2B customers. The Director will collaborate with the Operations organization to drive process improvement and change adoption, ensuring local employees have the tools and resources needed to succeed.

The core responsibilities include:

  • Localization of Global Strategy: Adapting corporate strategies to align with local market conditions, regulatory requirements, and cultural nuances.
  • Goal Alignment: Ensuring local goals align with organizational objectives, collaborating with functional leaders and regional leadership.
  • Compliance: Ensuring adherence to local laws, regulations, and company policies.
  • Cross-Functional Collaboration: Working closely with other functions (e.g., HR, Finance, Sales, Marketing, IT) to ensure operational effectiveness.
  • Communication: Acting as a liaison between local operations and headquarters, ensuring transparent and effective communication.
  • Cultural Sensitivity: Promoting diversity, equity, and inclusion while respecting local cultural norms.
  • Market Insights: Staying informed about local market trends, competitor activities, and customer needs, sharing insights with the global team.
  • Risk Mitigation: Identifying potential risks specific to the local environment and developing contingency plans.
  • Change Implementation: Leading local execution of global initiatives and managing the impact of organizational changes on the local team.

Requirements:

  • Bachelor's Degree or equivalent in a related field.
  • At least 10 years of relevant working experience.
  • Experience in an international telecom account or company.
  • Strong background in Service Delivery and Service Management.

Additional Responsibilities:

  • Leading all operational aspects by ensuring stable, robust, and scalable processes to support enterprise customers.
  • Participating in project management prioritization, daily change management meetings, and departmental responsibilities.
  • Creating and implementing standardized processes and improving existing methodologies, including departmental structures and organizational improvements.
  • Working closely with team leaders to ensure high levels of customer satisfaction.
  • Managing enterprise services operations activities in multiple locations.
  • Establishing and maintaining solid vendor and partner relationships.
  • Collaborating with field operations, account teams, sales, product development, delivery, and business development staff.
  • Directing the preparation and implementation of policies, procedures, and standards.
  • Providing oversight and escalation for enterprise business solutions technologies.
  • Ensuring achievement of system, team, and individual customer service goals and standards.
  • Participating in annual budgetary and financial management, workforce planning, and forecasting.
  • Deploying new functionality quickly and accurately, minimizing disruptions during maintenance windows.
  • Consistently exercising independent judgment and discretion in matters of significance.
  • Regularly attending work, flexible schedule required, including nights, weekends, and overtime as necessary.

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