Director, EPO, Service Delivery

MSM Unify; India; On-site; INR 4,000,000 - 9,000,000; Full time

Job summary

MSM Unify is seeking a Director, EPO Service Delivery in India to oversee end-to-end operations across twelve service lines for partner universities. The role drives service excellence, profitability, and continuous improvement through AI-enabled processes and automation, ensuring SLA achievement and client satisfaction.

Ideal candidates bring 6+ years in delivery leadership within EPO/GBS, a postgraduate degree, and certifications such as ITIL or ISO 9001 Lead Auditor.

Qualifications

• Postgraduate degree in Management, Operations, Business Administration, or related field.
• COPC Certification, ITIL Foundation, or ISO 9001 Lead Auditor certification preferred.

Responsibilities

• Lead end-to-end service delivery across all twelve EPO service lines.
• Own portfolio-level performance, profitability, and client satisfaction for partner universities.
• Drive AI-enabled workflows, automation, and analytics in service operations.

Skills

Operations leadership

Delivery leadership

Strategic planning

Stakeholder management

AI & automation

Education

Postgraduate degree in Management/Operations/Business Admin

COPC Certification

ITIL Foundation

ISO 9001 Lead Auditor

Tools

ISO 27001 awareness

Job description

MSM Unifys Education Process Outsourcing EPO enables universities and higher education institutions to outsource non-core, high-volume, and support functions to expert teams, allowing them to focus on teaching, research, and student success. Delivered from India through an AI-first platform, EPO helps institutions reduce operational costs by 3060%, improve service quality, and scale efficiently without significant infrastructure investments.

The EPO portfolio operates across twelve service lines covering academic operations, institutional administration, and the student lifecycle

Timetabling Resource Planning Support
Assessment Results Processing Support
Centralized Document Records Management
Learning System Knowledge Base Support
Alumni Engagement Data Management Services
Staffing HR Operations Support
Donor Endowment Administration Support
Innovation IP Filing Assistance
Financial Operations Compliance Support
Institutional IT Support Services
Application Assistance Student Services
Academic Design, Mentorship Strategic Programs

Role Overview

The Director, EPO Service Delivery is responsible for the end-to-end operational delivery of all twelve EPO service lines across the partner university portfolio. This role drives service excellence, operational efficiency, profitability, partner satisfaction, and continuous improvement through AI-enabled processes and automation.
The successful candidate will ensure partner institutions consistently achieve the promised operational savings, service quality enhancements, and measurable business outcomes.

KRA’s / KPI’s

• Key Performance Indicators KPIs
• SLA achievement across all service lines 95% target
• Partner CSATNPS performance
• Sustained operational cost savings 3060% target range
• EPO contribution margin achievement
• Year-over-year productivity improvements through AI and automation
• Successful compliance and audit outcomes with zero material findings

Roles and Responsibilites

• Key Responsibilities
• Service Delivery Leadership
• Own and manage performance across all twelve EPO service lines.
• Lead a unified delivery organization comprising service-line leaders, quality teams, workforce management, training, and platform operations.
• Ensure operational excellence, scalability, and consistent service outcomes across all engagements.
• SLA Quality Management
• Deliver against contractual SLAs, KPIs, and customer satisfaction targets.
• Conduct weekly, monthly, and quarterly performance reviews with partner universities.
• Lead root-cause analysis and corrective action planning for service deviations.
• Establish and maintain a robust quality management framework including audits, monitoring, calibration, and customer feedback programs.
• AI Automation Enablement
• Collaborate with Product and Engineering teams to integrate AI-driven workflows, automation, and analytics into service operations.
• Translate operational challenges into product enhancement opportunities.
• Drive data-led decision-making and operational innovation across the EPO function.
• Ensure dashboards and analytics solutions deliver meaningful insights to partner institutions.
• Financial Performance Margin Management
• Own portfolio-level contribution margin and operational profitability.
• Partner with Finance for forecasting, variance analysis, and budget management.
• Maintain operational efficiency while sustaining 3060% cost savings for partner institutions.
• Manage capacity planning and resource forecasting across all engagements.
• Ensure adherence to FERPA, UK GDPR, EU GDPR, DPDP Act, ISO 27001, and partner university policies.
• Own operational risk management, business continuity planning, and disaster recovery readiness.
• Maintain audit readiness and compliance standards across all service lines.
• Partner Relationship Management
• Serve as the senior operational leader for university partners.
• Build executive-level relationships with institutional stakeholders.
• Identify opportunities for account growth and service expansion.
• Lead critical issue resolution and escalation management with speed and accountability.

Skills and Competencies

• Experience
• 1418 years of experience in operations leadership within EPO, BPO, GBS, Shared Services, or similar environments.
• Minimum 6 years leading large, multi-functional delivery organizations.
• Proven experience managing complex operational portfolios and large-scale service delivery teams.
• Demonstrated success in delivering significant client cost savings while maintaining profitability.
• Experience supporting academic or higher education operations is highly desirable.
• Education Certifications
• Postgraduate degree in Management, Operations, Business Administration, or a related field.
• COPC Certification, ITIL Foundation, or ISO 9001 Lead Auditor certification Preferred.

Chief Strategy and Transformation Officer

Chief Strategy and Transformation Officer

The MSM culture is driven by human values, flexibility, and sustainability.

Leadership with a Heart

Our senior executives and team managers aren’t just experienced and knowledgeable. They are also dependable, insightful, and happily work with teams to meet our goals together.

Diversity and Purpose

There’s never a dull day here, and you won’t get stuck in a single routine or campaign. We offer the chance to work on career-defining projects at MSM or for our partner institutions.

Just as we work hard to help students of the world achieve their study-abroad aspirations, we equip our staff with learning opportunities for their personal and professional growth and advancement.

Stable Partnership

At MSM, we’re in it for the long haul. We work with people who aim to grow with us and take MSM to new heights around the world. Everyone is a partner for growth.

Diversity, Equity & Inclusion

It is our policy not to discriminate against any employee or applicant on the basis of age, race, color, ancestry or ethnic origin, nationality, religious belief, disability, sex or gender identity, sexual orientation, family or marital status, and pregnancy.