Associate Vice President, Service Delivery and Services

Associate Vice President, Service Delivery and Services
Reports to: Senior Vice President, Site Delivery and Services.
Direct reports: Site Operations, Operations Support, Talent Acquisition, HR Operations, Workplace Solutions, IT Site Support.

About the Company

A global customer-experience (CX) and business process outsourcing leader with a broad international footprint across the Americas, Asia-Pacific, Australia and Europe. The company delivers omnichannel CX, BPO and digital solutions — including CX strategy, technology, analytics and work-at-home/resiliency services — for sectors such as telecommunications, retail, banking, travel and healthcare. The company guided by a people-centric culture (their motto “TEAM is MoRe” — Trust, Excellence, Accountability, Malasakit, Innovation, Meritocracy, Respect) and emphasizes continuous improvement, security and client partnership to drive measurable outcomes for customers.

Job Overview

The Associate Vice President, Service Delivery and Services will lead and own site-level service performance across multiple functions (site operations, operations support, HR operations, talent acquisition, workplace solutions and IT site support). This senior leadership role is accountable for service excellence, operational optimization, people management, and financial stewardship. The role reports to the Senior Vice President, Site Delivery and Services, and partners closely with internal corporate functions and external stakeholders to deliver client-centric, data-driven outcomes and scalable service models.

Location & Working Pattern: Office-based; 5 days a week; shifting schedules as required by operational needs.

Key Responsibilities

Strategy & Performance

• Define and execute site-level service delivery strategy aligned with corporate goals and client requirements.
• Own SLAs, KPIs and performance dashboards; ensure targets are met or exceeded through continuous improvement and corrective action.
• Drive service optimization, upsell opportunities and operational scalability using data-driven insights.

Operations & Delivery

• Oversee site operations and operations support to ensure consistent, high-quality delivery across multi-site and multi-client environments.
• Implement and monitor contingency and business continuity plans to maintain uninterrupted service.
• Ensure strict adherence to governance, compliance, and data privacy requirements.

People & Culture

• Lead, coach and develop a high-performing leadership team across direct reports (Site Operations, Operations Support, Talent Acquisition, HR Operations, Workplace Solutions, IT Site Support).
• Implement workforce planning and capacity management practices to optimize FTE utilization and productivity.
• Drive employee engagement, performance management, succession planning and talent development programs.

Client & Stakeholder Management

• Maintain and strengthen relationships with key clients, government agencies and stakeholders to secure renewals, negotiate contracts and support business growth.
• Act as executive sponsor for strategic client initiatives and escalations; present performance and improvement plans to senior client stakeholders.

Financial Stewardship

• Own P&L responsibility for the site(s): forecasting, cost control, margin improvement and revenue optimization.
• Identify cost-efficiency opportunities and lead initiatives to improve profitability while maintaining service quality.

Transformation & Risk

• Lead transformation, process improvement and automation initiatives (Lean, Six Sigma, Agile approaches) to raise operational maturity.
• Anticipate operational risks and design mitigation strategies (risk management and business continuity planning).
• Oversee policy development and ensure timely senior management sign-off and regulatory compliance.

Required Qualifications & Experience

Education

• Bachelor’s degree in Business Administration, Business Management, or a related field. (Master’s degree preferred.)

Experience

• Minimum 10 years’ experience in the BPO / CX industry, with at least 3 years in a senior leadership role (Director / Head level or above).
• Proven track record managing large-scale global service operations, multi-site environments, and multi-client engagements.
• Demonstrated P&L ownership, financial forecasting and budget management experience.
• Strong background with operational metrics, SLAs, KPIs and performance improvement methodologies.

Skills & Competencies

• Strategic thinker with strong commercial acumen and data-driven decision-making skills.
• Excellent leadership, stakeholder management, and executive communication skills.
• Strong negotiation skills and experience in contract management / client commercial discussions.
• Proficient in developing dashboards and using performance analytics to drive insights and actions.
• High degree of composure, resilience and problem solving under pressure.

Preferred Certifications

• Lean Six Sigma (Green/Black Belt), PMP or Agile certification is preferred.