Director/AVP Service Delivery (International)
SnooprID · England, United Kingdom
Tailor my CV for this job — freeJob Description - International Director – Managed & Offshore Service Delivery
The role will establish consistent global delivery standards, strengthen governance and performance management, and optimise the use of global delivery capabilities to support the organisation's strategic objectives.Based in the London area, the postholder will operate as a senior international leader, engaging with executive stakeholders, strategic clients and delivery leadership teams across multiple geographies and time zones.Key Responsibilities1. International Service Delivery LeadershipLead the delivery of a multi-country managed offshore services portfolio, ensuring consistent service quality, operational resilience and contractual performance.Establish and implement a global service delivery strategy aligned with business objectives, customer expectations and commercial priorities.Provide leadership across onshore, nearshore and offshore teams, ensuring clear accountability, effective collaboration and consistent operating standards.Define and embed a common service delivery framework, including governance, performance reporting, escalation management and operational controls.Build a high-performing international leadership team, developing capability, succession planning and a culture of ownership, accountability and continuous improvement.Ensure delivery operations can scale efficiently in response to business growth, new contracts and changing client requirements.2. Managed Services and Offshore OperationsOwn the operational effectiveness of managed services and offshore delivery models, including service desk, infrastructure, application support, cloud operations, business operations or other relevant outsourced services.Optimise the allocation of work across global delivery locations, balancing service quality, cost, capacity, skills availability, time zones and business continuity.Establish effective collaboration between client-facing teams and offshore delivery centres, promoting transparency, knowledge sharing and seamless service transitions.Develop offshore capability and operational maturity through standardisation, automation, workforce planning and appropriate technology enablement.Oversee service transition, mobilisation and transformation activities to ensure new services are introduced with minimal disruption and clear operational ownership.Maintain robust business continuity, disaster recovery and operational resilience arrangements across delivery locations.3. Client Relationship and Service ExcellenceAct as an executive escalation point for strategic clients, resolving complex service issues and restoring confidence where service performance falls below expectations.Build trusted relationships with client executives and senior operational stakeholders, ensuring delivery priorities remain aligned with business outcomes.Establish clear service management disciplines, including service-level agreements (SLAs), operational-level agreements (OLAs), key performance indicators (KPIs), service reviews and improvement plans.Drive customer satisfaction, service quality, transparency and proactive communication across the international delivery portfolio.Lead service recovery and remediation programmes where required, ensuring root causes are addressed and corrective actions are implemented.Identify opportunities to improve client value, expand service scope and support account retention and growth.Manage customer revenue streams in excess of $30M ACV4. Commercial and Financial PerformanceTake accountability for the financial and commercial performance of the service delivery portfolio, in partnership with Finance and Account Management.Manage delivery budgets, operating costs, resource utilisation, productivity, gross margin and profitability against agreed targets.Drive cost optimisation through global sourcing strategies, offshore leverage, process improvement, automation and effective capacity management.Ensure services are delivered in accordance with contractual obligations, commercial commitments, pricing assumptions and agreed service credits.Support contract renewals, commercial negotiations, solution design and new business opportunities by providing operational insight and delivery assurance.Establish financial forecasting, demand planning and resource models that support sustainable and profitable growth.5. Operational Excellence and TransformationLead a continuous improvement agenda focused on service quality, productivity, efficiency, customer outcomes and operational maturity.Introduce and embed best-practice service management processes, using relevant frameworks such as ITIL, Lean, Six Sigma or equivalent methodologies.Champion automation, AI-enabled operations, workflow optimisation and digital service management where these deliver measurable business value.Use performance analytics, service trends and root-cause analysis to identify risks, eliminate recurring issues and improve operational outcomes.Lead transformation initiatives, including service consolidation, operating model redesign, process standardisation and delivery centre optimisation.Establish measurable improvement programmes with clear ownership, milestones, benefits realisation and executive reporting.6. Risk, Governance, Security and ComplianceEnsure delivery operations comply with applicable contractual, regulatory, data protection, information security and business continuity requirements.Maintain effective governance across international delivery locations, including operational risk management, internal controls, audit readiness and service assurance.Work with Legal, Risk, Compliance and Information Security teams to manage cross-border data handling, access controls and relevant jurisdictional obligations.Identify and mitigate risks associated with offshore delivery, supplier dependency, concentration of resources, geopolitical disruption and operational resilience.Ensure incidents, service risks, audit findings and compliance issues are escalated and resolved within agreed governance structures.Promote a strong culture of security, confidentiality, ethical conduct and client trust.7. Stakeholder Management and Business PartnershipCollaborate with Sales, Account Management, Solution Architecture, Technology, Finance, HR, Procurement and other business functions to deliver integrated client solutions.Influence senior stakeholders on delivery strategy, investment priorities, operational risk and commercial trade-offs.Provide executive-level reporting on delivery performance, client health, financial results, transformation progress and material risks.Support bid management, due diligence, transition planning and service design for new international contracts.Develop strategic partnerships with offshore delivery centres and third-party service providers, ensuring clear accountability and performance standards.Key Performance IndicatorsPerformance will be measured against an agreed balanced scorecard, including:Service performance: SLA attainment, incident resolution, service availability and delivery quality.Client experience: Customer satisfaction, client retention, executive escalations and service review outcomes.Financial performance: Budget adherence, gross margin, cost-to-serve, productivity and forecast accuracy.Operational efficiency: Resource utilisation, automation benefits, process efficiency and offshore delivery effectiveness.Transformation: Delivery of improvement initiatives, benefits realisation and operational maturity.People and leadership: Employee engagement, leadership development, attrition, succession planning and capability growth.Risk and compliance: Audit outcomes, security incidents, control effectiveness and business continuity readiness.Growth and scalability: Successful service transitions, mobilisation performance and support for contract renewals and expansion.Specific targets will be agreed annually and aligned with the size, complexity and commercial objectives of the portfolio.Skills, Experience and QualificationsEssentialSignificant senior leadership experience in international service delivery, managed services, IT outsourcing, business process services or a comparable operational environment.Proven experience managing complex service delivery operations across multiple countries and delivery locations.Demonstrable leadership of offshore and/or nearshore delivery models, including distributed teams and global operating structures.Strong commercial and financial acumen, with experience managing budgets, profitability, operational costs and service performance.Extensive experience in senior client engagement, executive stakeholder management, service recovery and contractual governance.A track record of improving service quality, operational efficiency, customer satisfaction and delivery performance.Experience leading large-scale operational change, service transitions, transformation programmes or operating model improvements.Strong understanding of SLAs, KPIs, service management, operational risk and business continuity.Excellent communication, influencing, negotiation and decision-making skills.Ability to operate effectively at executive level while maintaining oversight of operational detail.Ability to travel internationally, extensively and without restrictions across Pakistan/ME & North Africa. DesirableExperience within a multinational technology services provider, systems integrator, managed services organisation or global outsourcing business.Familiarity with ITIL, SIAM, Lean, Six Sigma or comparable service management and improvement frameworks.Experience with cloud, infrastructure, application management, service desk, cybersecurity operations or digital workplace services.Exposure to AI-enabled service operations, automation, analytics and digital transformation.Experience with global delivery centres in regions such as India, Eastern Europe, Southeast Asia or Latin America, where relevant to the organisation's operating model.Relevant professional qualifications in IT service management, project management, business leadership or operational excellence.Experience supporting major bids, contract transitions, commercial negotiations and service growth initiatives.Leadership CompetenciesStrategic leadership: Ability to translate corporate strategy into a scalable international delivery model.Commercial mindset: Balances customer outcomes, operational excellence and profitable growth.Client focus: Builds credibility and long-term relationships with senior client stakeholders.Global collaboration: Leads effectively across cultures, geographies and time zones.Operational discipline: Establishes clear standards, governance, accountability and performance management.Transformation leadership: Drives sustainable change and measurable business improvement.Resilience and judgement: Makes sound decisions in complex, high-pressure and commercially sensitive situations.People development: Builds strong leadership teams, empowers managers and develops future talent.First 12-Month PrioritiesComplete an assessment of the international managed services portfolio, delivery locations, financial performance, client health and operational risks.Establish a consistent global service delivery governance model, executive reporting cadence and performance scorecard.Develop a clear offshore and nearshore optimisation strategy aligned with client commitments, cost objectives and service quality.Address material service performance gaps, recurring escalations and operational inefficiencies.Deliver an agreed programme of productivity improvements, automation opportunities and cost-to-serve optimisation.Strengthen leadership capability, succession planning and accountability across international delivery teams.Present a three-year service delivery roadmap covering scalability, profitability, transformation, resilience and customer outcomes.The successful candidate will play a pivotal role in strengthening the organisation's international delivery capabilities, improving client outcomes, optimising offshore operations and ensuring that managed services are delivered consistently, securely and profitably. This is a high-impact service delivery leadership position requiring a combination of strategic vision, operational rigour, commercial judgement and the ability to influence senior stakeholders across a complex international organisation.Package - Up to £160K base (DoE) plus full coverage benefits.**Individuals who do not meet the specific travel, service delivery and leadership requirements cannot not be considered/responded too unfortunately, so please respect the requirements of the job description when applying**