Global Service Operations Lead
We are seeking a dynamic and experienced leader to take ownership of our global service operations across various business units. In this critical leadership role, you will define and drive the strategic vision for service delivery; you will be accountable for designing, performing, and continuously evolving service operations worldwide. Your leadership will be key in cultivating strong customer relationships, implementing effective governance frameworks, and promoting a culture of continuous improvement.
Your mission: to lead our global service operations to new levels of excellence — strategically, operationally, and with strong client focus.
Key Responsibilities:
* Develop and execute a global service delivery strategy that ensures scalability, resilience, and alignment with corporate objectives.
* Build, mentor, and lead a high-performing, globally distributed service delivery team, fostering a culture of accountability, innovation, and continuous improvement.
* Act as the point of contact for global key customers and internal stakeholders, ensuring alignment and long-term satisfaction.
* Drive service excellence by implementing and optimizing ITIL-based processes, automation, and tooling to improve efficiency, quality, and cost-effectiveness.
* Define and monitor KPIs and SLAs to ensure transparent, measurable service performance.
* Ensure adherence to global compliance standards, security policies, and proactively manage risks to service delivery.
Your Profile:
* Longstanding experience in service delivery or operations management and several years in a global leadership role.
* Proven track record of managing large-scale, multi-region service delivery organizations and driving transformation.
* Deep understanding of ITIL, PMP, or comparable service management frameworks and how to implement them effectively.
* Strong communication (including English at B2 level), negotiation, and stakeholder management skills, with a high level of cultural and interpersonal sensitivity.
* Strategic mindset combined with operational drive.
* Experience in BPO or shared services environments is a plus.
Benefits:
* Flexible working arrangements, including home office and remote work options.
* A competitive salary package that exceeds industry standards.
* A comprehensive benefits program, including paid lunch breaks, company phone, and internet access.
* Ongoing training and professional development opportunities.