The Global Delivery Services Lead plays a critical role in building, scaling, and optimizing our Global Delivery Center (GDC) ecosystem across EMEA, APAC, and LATAM. This Director-level leader will establish the foundational processes, governance, and operational standards required to successfully stand up and expand regional GDC locations, with a strategic goal of growing the global delivery workforce to 500+ resources.
The ideal candidate is a seasoned IT shared services expert with proven experience standing up multi-region delivery centers, transitioning service portfolios, and driving operational excellence at scale. This role requires exceptional communication, strong executive presence, and the ability to influence and collaborate with senior leadership across the organization.
Responsibilities:
Global Delivery Center Strategy & Build-Out
Lead the development and implementation of the GDC foundational framework, including governance, operating model, processes, KPIs, knowledge management, and workforce planning.
Stand up new GDC sites in EMEA, APAC, and LATAM, ensuring readiness for rapid scale and operational alignment with global standards.
Establish repeatable onboarding playbooks, transition processes, and center-of-excellence practices to support growth to 500+ delivery resources across regions.
IT Service Catalogue Transition & Integration
Lead the end-to-end transition and rollout of the IT service catalogue to new and existing GDC locations.
Partner with Senior Directors and Managing Directors across Infrastructure, Service Desk, Cloud, Applications, Security, and other towers to ensure seamless transfer of services.
Oversee documentation, SOP creation, knowledge base development, and operational integration for all transitioned functions.
Leadership, Governance & Stakeholder Management
Serve as the executive point of contact for global delivery expansion initiatives.
Collaborate closely with senior operational and practice leaders to align on resourcing, performance standards, and delivery expectations.
Drive strong cross-functional alignment between corporate, regional, and local GDC teams.
Operational Excellence & Continuous Improvement
Establish performance metrics, reporting structures, and continuous improvement programs across all regional GDCs.
Implement global delivery best practices, automation opportunities, and standardization to ensure consistency and scalability.
Champion a culture of quality, innovation, efficiency, and client-centric delivery.
Qualifications:
10+ years of experience in IT service delivery, shared services, global operations, or managed services environments.
Proven track record in building or scaling IT shared services or global delivery centers across multiple regions.
Strong understanding of ITIL-based operations, global service delivery, and multi-tower integration.
Exceptional communication, presentation, and executive-level influencing skills.
Fluent and professional English—verbal and written.
Demonstrated ability to work in complex, multinational environments and collaborate effectively with senior leadership.
Highly Preferred:
Experience in nearshore/offshore delivery models.
Background in enterprise-level IT operations (Service Desk, Infrastructure, Cloud, Security, Applications, etc.).
Experience in high-growth environments with large-scale ramp-ups (200–500+ resources).
PMP, ITIL, or similar certifications are a plus.
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