Head - Global Travel Management Operations - Service Delivery

- Provide leadership, ownership, and accountability for the Service Delivery function (for the regional businesses-55% of the portfolio) ensuring that the operating model is implemented and continually improved upon

- Responsible to maintain profitability for the serviced accounts including the COE

- Develop, implement, monitor and report SLAs that are aligned to industry standards and best practices

- Responsible for driving overall business growth in the Regions

- To lead the Implementation Function to ensure seamless and timely Go-Live of new accounts and new product implementations for existing accounts

- Leading Service delivery for the business except for Strategic Accounts

- Ownership of all Regional P&Ls/COE & SEC.

- Driving Business Governance

- Responsible and accountable for all service management functions ensuring that they are delivered in line with standard and operating models

- Set team targets, forecast and operate within agreed budgets for the service delivery function such as resourcing and operations

- Responsible to be up to date with new market trends and technology offerings to maintain an edge over competitors.

- Responsible to coach the regional heads and identify skills and opportunities for development. Provide guidance to resolve any issues in a time bound manner

- Review the performance progress of the regional heads and set objectives and targets and drive training plans

- Responsible for development through training, motivation, and workforce planning, monitoring and quality assurance

- Ensure all Service Delivery functions support the overall strategy and objectives of the organization, and continual service improvement is embedded throughout supplier as well as internal relationships

- Create an escalation matrix and drive it across regions

- Responsible for overall governance of service delivery function

- Periodically review the service delivery standards and TATs by visiting the customers and seeking feedback on implants, propose corrections on a need basis

- Deliver the overall Service Delivery milestones and improve operational efficiencies