Global Delivery Services Lead

Global Delivery Services Lead

The Global Delivery Services Lead plays a critical role in building, scaling, and optimizing our Global Delivery Center (GDC) ecosystem across EMEA, APAC, and LATAM. This Director-level leader will establish the foundational processes, governance, and operational standards required to successfully stand up and expand regional GDC locations, with a strategic goal of growing the global delivery workforce to 500+ resources.

The ideal candidate is a seasoned IT shared services expert with proven experience standing up multi-region delivery centers, transitioning service portfolios, and driving operational excellence s role requires exceptional communication, strong executive presence, and the ability to influence and collaborate with senior leadership across the organization.

Responsibilities:

• Global Delivery Center Strategy & Build-Out
• Lead the development and implementation of the GDC foundational framework, including governance, operating model, processes, KPIs, knowledge management, and workforce planning.
• Stand up new GDC sites in EMEA, APAC, and LATAM, ensuring readiness for rapid scale and operational alignment with global standards.
• Establish repeatable onboarding playbooks, transition processes, and center-of-excellence practices to support growth to 500+ delivery resources across regions.
• IT Service Catalogue Transition & Integration
• Lead the end-to-end transition and rollout of the IT service catalogue to new and existing GDC locations.
• Partner with Senior Directors and Managing Directors across Infrastructure, Service Desk, Cloud, Applications, Security, and other towers to ensure seamless transfer of services.
• Oversee documentation, SOP creation, knowledge base development, and operational integration for all transitioned functions.
• Leadership, Governance & Stakeholder Management
• Serve as the executive point of contact for global delivery expansion initiatives.
• Collaborate closely with senior operational and practice leaders to align on resourcing, performance standards, and delivery expectations.
• Drive strong cross-functional alignment between corporate, regional, and local GDC teams.
• Operational Excellence & Continuous Improvement
• Establish performance metrics, reporting structures, and continuous improvement programs across all regional GDCs.
• Implement global delivery best practices, automation opportunities, and standardization to ensure consistency and scalability.
• Champion a culture of quality, innovation, efficiency, and client-centric delivery.

Qualifications:

• 10+ years of experience in IT service delivery, shared services, global operations, or managed services environments.
• Proven track record in building or scaling IT shared services or global delivery centers across multiple regions.
• Strong understanding of ITIL-based operations, global service delivery, and multi-tower integration.
• Exceptional communication, presentation, and executive-level influencing skills.
• Fluent and professional English—verbal and written.
• Demonstrated ability to work in complex, multinational environments and collaborate effectively with senior leadership.

Highly Preferred:

• Experience in nearshore/offshore delivery models.
• Background in enterprise-level IT operations (Service Desk, Infrastructure, Cloud, Security, Applications, etc.).
• Experience in high-growth environments with large-scale ramp-ups (200–500+ resources).
• PMP, ITIL, or similar certifications are a plus.

Personal Attributes:

• Strong executive presence with the ability to lead strategic discussions at the Director and Managing Director level.
• Highly collaborative, diplomatic, and influential—able to align diverse teams toward common goals.
• Structured, process-oriented, and able to build scalable operational frameworks.
• Comfortable working in fast-paced environments with aggressive growth targets.