Head of Service Delivery

About the Role

We are seeking an experienced Head of Service Delivery to lead and strengthen
the Service Delivery platform across the IMEA region. This role oversees
concierge and travel service programs delivered to global clients across
multiple industries. You will drive service excellence, client experience,
people leadership, quality, compliance, and financial performance while working
closely with regional and global stakeholders.

Key Client Segments

* Banking and Wealth Management
* Telecommunications, Automotive, Airlines, Hospitality and Retail

Key Responsibilities

Client and Service Excellence

* Champion a culture of client focused service delivery.
* Review and define contract scopes, KPIs, and SLAs within global frameworks.
* Ensure readiness of Service Delivery teams to meet contractual expectations.
* Drive effective escalation management, complaint handling, and client
reporting structures.
* Partner with Sales and Marketing in client reviews, renewals, tenders, and
RFPs.
* Lead local, regional,



and global program implementations.
* Operationalize SOPs and service processes aligned with client offerings.
Lead expansion, restructuring, or setup of new service models as required.
* Drive adoption of CRM, digital, and multi channel technologies.

People and Talent Management

* Attract, develop, engage, and retain high performing teams.
* Ensure optimal workforce planning and capacity management.
* Partner with HR and Finance on workforce and financial planning.
* Drive performance management aligned to SLAs and business objectives.
* Build leadership pipelines and succession plans.
* Promote cross functional development and internal mobility.

Training, Quality and Compliance

* Define and execute training and quality strategies across shared service
teams.
* Lead quality assurance programs focused on continuous improvement.
* Conduct training needs analysis and capability development.
* Ensure solid complaint management

📌 Head of Service Delivery (New Delhi)
🏢 International Sos
📍 New Delhi