Director - Head of Transition & Service Delivery
Domnic Lewis · Maharashtra, India
FULL TIMEpermanent
Job Description
Senior Director - Head of Transition & Service Delivery with a leading multinational organization.
Location: India (GCC - Outsourced Model)
Level: Executive Leadership
Vertical: Enterprise Services / Global Finance & Business Operations
This role will lead the Transition, Service Delivery, GBS Governance, Digital Enablement and BPO Governance agenda across a global hybrid delivery model comprising captive GCCs and Tier-1 BPO partners.
Key Responsibilities
- Lead end-to-end global transitions across Finance, HR, and technology shared services
- Oversee service delivery across captive GCC and BPO operations
- Drive SLA/KPI governance, service quality, standardization and operational excellence
- Govern strategic Tier-1 BPO partners, including commercial performance, productivity and contractual compliance
- Lead automation, RPA, AI, digital workflow and continuous improvement initiatives
- Drive measurable improvements in cost, productivity, efficiency and service experience
- Partner with senior stakeholders including CFO, CPO, Chief AI Officer and Regional Leadership
Ideal Profile
- 18+ years of experience in GBS, GCC, Shared Services or large-scale BPO-enabled environments
- Proven leadership in global transitions and multi-functional operating models
- Strong experience across Finance / HR / technology shared services
- Experience managing hybrid captive + outsourced delivery models
- Strong BPO commercial and vendor governance experience
- Exposure to RPA, AI, workflow automation, analytics and process optimization
- Experience managing globally distributed teams