Description

The Head of Service Delivery is accountable for the end-to-end delivery and performance of all client projects and services worldwide across multiple product categories such as medical devices, pharmaceuticals, and consumer goods. This includes Legal Representation (LR/MAH/US Agent services), Regulatory Operations, Import-Export & Warehousing, and Distribution-as-a-Service (DaaS) models. The role ensures that every service commitment is executed as promised on time, within budget, compliant with regulations, and aligned with client satisfaction goals.

Key Responsibilities

1. Delivery Leadership & Governance

- Own the delivery of all active client projects under the Service vertical.
- Ensure SLA adherence, compliance with regulatory and contractual requirements, and timely delivery.
- Establish a Service Delivery Governance Framework — SOPs, checklists, escalation matrices, and review dashboards.
- Manage delivery teams across LR, regulatory, logistics, and warehousing functions.
- Serve as the escalation point for clients and internal stakeholders on delivery or quality issues.
- Track and manage delivery profitability, efficiency, and utilization of resources.

2. Client Success & Retention





- Oversee onboarding of current clients post-contract handover from Sales & Pre-Sales.
- Maintain regular client governance meetings, reviews, and satisfaction tracking.
- Identify renewal, upsell, and cross-sell opportunities within existing accounts.
- Act as the voice of the client internally to ensure issues are addressed proactively.

3. Team Management & Collaboration

- Lead a cross-functional delivery team (Regulatory, LR, Import, Warehousing, Service Support).
- Set quarterly objectives and measurable KPIs for team members.
- Collaborate with Solutioning & Pre-Sales for feasibility input during new proposals.
- Work closely with Finance (Ledger) for cost controls and billing accuracy.
- Collaborate with internal teams for CRM / project tracking dashboards and data automation.

4. Performance & Process Improvement

- Define and monitor delivery KPIs for turnaround time, accuracy, compliance, and client satisfaction.
- Continuously improve service processes through automation, standardization, and audits.
- Lead internal audits, CAPA initiatives, and operational readiness assessments.
- Develop knowledge management resources (FAQs, SOPs, case studies).

📌 Head of Service delivery- Global Operations (Hyderabad)
🏢 Taevas Life Sciences
📍 Hyderabad