Director - Head of Transition & Service Delivery

Domnic Lewis · Karnataka, India

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