Senior Director/Head - Transition & Service Delivery

Executive Summary:

A leading multinational enterprise is seeking a transformation-focused Senior Director Head of Transition & Service Delivery to scale, mature, and govern its Global Business Services (GBS) architecture. Overseeing a hybrid delivery model (captive GCCs in India and LATAM alongside Tier-1 BPO partners), this leader will direct global transitions, operational delivery, digital enablement, and vendor governance across Finance, HR, and Procurement to drive enterprise scalability and cost efficiency.

Key Responsibilities:

- Transition & Global Integration: Lead end-to-end, multi-functional transitions into the GBS model with strict governance, risk controls, and benefit realization.

- Service Delivery Excellence: Oversee global operations across captive and BPO teams; enforce SLAs, KPIs, standardized service catalogs, and quality frameworks.

- BPO & Commercial Governance: Manage Tier-1 BPO partner relationships, driving contractual compliance, cost transparency, productivity benchmarks, and co-innovation.

- Digital Transformation & Enablement: Direct continuous improvement initiatives, embedding automation (RPA), AI tools, digital workflows, and analytics to increase efficiency.

- Strategic Business Partnership: Serve as a trusted advisor to C-suite stakeholders (CFO, CPO, Regional Presidents), aligning operational delivery with corporate strategy.

Organizational Scope:

- Direct Reports: Directors/Associate Directors across Shared Services (Finance, HR), Regional Hubs (LATAM, APAC), PMO, Vendor Management, and Quality/CI.

- Key Stakeholders: Executive Leadership (CFO, CPO, Chief AI Officer), Regional Directors, Tier-1 BPO Executives, and External Auditors.

Candidate Profile:

- Experience: 18+ years in senior GBS/GCC leadership or large-scale BPO-enabled delivery environments.

- Core Expertise: Hands-on mastery of global transitions, multi-functional operating models (Finance/HR/Procurement), BPO commercial governance, and Lean Six Sigma.

- Delivery Scope: Proven track record governing hybrid, multi-location delivery models across India, LATAM, and EMEA.

- Digital & AI Capability: Strong exposure to enterprise workflow automation, RPA, AI tools, and process optimization.

- Education: MBA or Masters degree in Business, Finance, or Operations from a top-tier institution.