Global Delivery Services Lead

Role Overview

We are seeking an experienced Global Delivery Center (GDC) Strategy & Operations Lead to support the design, expansion, and operational integration of global IT delivery capabilities.

Key Responsibilities

• Support the development and refinement of the GDC operating framework, including governance, processes, KPIs, and workforce planning.
• Assist in standing up and stabilizing GDC locations across EMEA, APAC, and LATAM, ensuring alignment with global delivery standards.
• Contribute to onboarding playbooks, transition processes, and center-of-excellence practices to support regional growth and scale.
• Lead key aspects of the transition and rollout of the IT service catalogue across GDC locations.
• Partner with senior leaders across Infrastructure, Service Desk, Cloud, Applications, Security, and related towers to support service transitions.
• Oversee documentation, SOP development, and knowledge transfer activities for transitioned services.
• Act as a senior delivery lead for global delivery initiatives, supporting executive stakeholders.
• Collaborate with global and regional leaders to align on resourcing models, performance expectations, and delivery standards.
• Promote strong collaboration between corporate, regional, and local GDC teams.
• Support the establishment of performance metrics, reporting, and continuous improvement initiatives.
• Identify opportunities for standardization, automation, and process optimization across delivery centers.
• Champion a culture of quality, efficiency, and client-focused service delivery.

Required Qualifications

• 8–10+ years of experience in IT service delivery, shared services, global operations, or managed services environments.
• Hands-on experience supporting the build, expansion, or optimization of IT shared services or global delivery centers.
• Strong understanding of ITIL-based operations and multi-tower service delivery models.
• Excellent communication skills with the ability to engage senior leaders and cross-functional teams.
• Fresh, professional English (verbal and written).
• Proven ability to work effectively in complex, multinational environments.

Preferred Qualifications

• Experience with nearshore and offshore delivery models.
• Background in enterprise IT functions (Service Desk, Infrastructure, Cloud, Security, Applications).
• Experience supporting moderate to large delivery ramp-ups (100–300+ resources).
• PMP, ITIL, or related certifications are a plus.