Service Delivery Leader

We are looking for an experienced and client-focused Service Delivery Lead to oversee end-to-end service delivery for contact centre operations across the APAC region. The role is responsible for ensuring operational excellence, client satisfaction, SLA achievement, business growth, and continuous improvement across multiple customer programs. The ideal candidate will possess strong stakeholder management skills, extensive APAC delivery experience, and a proven track record in managing large-scale customer service, CX, BPO, or contact centre environments.Industry: Contact Centre / BPO / Customer Experience ServicesKey ResponsibilitiesLead end-to-end service delivery for contact centre operations across APAC markets.Ensure achievement of contractual SLAs, KPIs, quality standards, compliance requirements, and customer experience objectives.Manage operational performance, workforce planning, productivity, and service levels across multiple programs and locations.Drive business continuity, risk management, and operational resilience initiatives.Ensure consistent delivery excellence while balancing customer satisfaction, employee engagement, and financial performance.Serve as the primary point of contact for key client stakeholders and executive leadership.Build strong, long-term partnerships with regional and global clients.Conduct regular business reviews, governance meetings, and performance discussions.Provide proactive communication regarding operational performance, risks, opportunities, and service improvements.Partner with clients to understand business objectives and align delivery strategies accordingly.Manage distributed teams across multiple APAC countries and time zones.Collaborate with regional operations, HR, workforce management, quality, training, and technology teams to drive business outcomes.Lead client onboarding, service transitions, and expansion initiatives within the APAC region.Ensure adherence to local regulatory, labor, and compliance requirements across assigned markets.Establish and maintain robust governance frameworks and operational reporting structures.Monitor and analyze service delivery metrics, customer satisfaction scores, quality results, and productivity indicators.Prepare and present executive dashboards, monthly business reviews, and operational performance reports.Ensure compliance with contractual obligations and operational standards.Financial & Commercial ManagementManage P&L components, operational budgets, forecasting, and cost optimization initiatives.Identify opportunities for revenue growth, business expansion, and operational efficiencies.Support contract renewals, client proposals, pricing discussions, and business reviews.Ensure delivery objectives align with commercial and profitability targets.Required QualificationsBachelor's Degree in Business Administration, Management, Operations, Communications, or a related field.Minimum 8-12 years of experience in Contact Centre, Customer Experience (CX), BPO, or Service Delivery environments.Minimum 5 years in a leadership role managing large-scale contact centre operations.Proven experience managing APAC regional delivery across multiple countries.Strong experience handling enterprise and multinational clients in a client-facing capacity.Demonstrated success in managing large teams and complex delivery environments.Key Skills & CompetenciesStrong Service Delivery and Operational LeadershipContact Centre Operations ManagementAPAC Regional Delivery ExperienceCustomer Experience (CX) StrategySLA, KPI & Performance ManagementRisk & Escalation ManagementBusiness Reviews & Executive ReportingProblem Solving & Strategic Decision MakingExcellent Communication and Presentation SkillsCross-cultural Team ManagementPreferred QualificationsPMP, PRINCE2, Lean Six Sigma, ITIL, or Agile certifications.Experience within multinational BPO, Customer Experience, Shared Services, or Outsourcing organizations.Experience supporting clients across industries such as Technology, Telecommunications, E-commerce, BFSI, Travel, or Consumer Services.Proven track record managing global and regional client engagements within the APAC market.Experience leading transformation, digitalization, and customer experience improvement programs.