Senior Service Delivery Leader - BAU, Growth & Excellence

HCM Nexus; Taguig; On-site; PHP 3,000,000 - 6,000,000; Full time

Job summary

HCM Nexus in Metro Manila is seeking a Head of Service Delivery to lead BAU operations across staff augmentation and captive/shared services delivery. The role emphasizes operational stability, service quality, workforce productivity, risk management, and readiness to support future managed services growth.

The ideal candidate has 15+ years in service delivery and at least 8 years in a senior leadership role, with strong experience in insurance offshoring, captive operations, or GCCs.

Qualifications

• Bachelor-level degree required in business/ops/IT or related field.
• 15+ years of progressive experience in service delivery/operations/Shared services/BPO/GCC/captive operations.
• 8+ years in a senior leadership role managing large, multifunctional delivery teams.
• Strong experience in insurance offshoring, captive operations, or GCCs with insurance domain knowledge.

Responsibilities

• Lead BAU service delivery operations with commitments, quality standards, and targets.
• Guide Service Delivery Managers; ensure governance and timely issue resolution.
• Monitor SLAs, productivity, utilization, capacity, quality, and cost.
• Serve as senior escalation point for delivery, staffing, quality, and operational issues.
• Standardize processes, strengthen controls, and drive continuous improvement.

Skills

Leadership

Stakeholder management

Executive communication

Governance

Problem solving

Education

Bachelor's degree in Business Administration, Management, Operations, Finance, IT, or Industrial Engineering

Job description

HCM Nexus in Metro Manila is seeking a Head of Service Delivery to lead BAU operations across staff augmentation and captive/shared services delivery. The role emphasizes operational stability, service quality, workforce productivity, risk management, and readiness to support future managed services growth.

The ideal candidate has 15+ years in service delivery and at least 8 years in a senior leadership role, with strong experience in insurance offshoring, captive operations, or GCCs.