Head of Service Delivery Global Operations

8 - 10 years

12 - 15 Lacs

Posted:2 days ago| Platform: Naukri logo

Apply

Work Mode

Hybrid

Job Type

Full Time

Job Description

Role & responsibilities

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 new 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).

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview
cta

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

coding practice

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now
Freyr logo
Freyr

IT Services and IT Consulting

Princeton New Jersey

RecommendedJobs for You

mumbai, mumbai (all areas)