Regional Service Delivery Head
TagMumbai, IN10 hours ago
Job descriptionAct as the India operations counterpart to regional client and business leaders. Lead regional delivery reviews, NPS analyses, and issue-resolution forums. Drive account health reviews, volume forecasting, and satisfaction tracking for top regional clients. Strengthen governance cadence between markets, regional agency partners, and India delivery teams. Partner with finance and delivery operations to forecast demand and align headcount, skills, and billing models. Ensure optimized use of dedicated FTEs and shared pool resources across all regional accounts. Anticipate seasonal spikes and adjust delivery models (extended hours, vendor flexing). Drive data accuracy in forecasting and capacity dashboards. Ensure workflow compliance, job routing, and workflow platform adoption across regional projects. Partner with the Automation & AI teams to identify and deploy automation opportunities within the regional delivery stream. Champion operational hygiene — first-time-right delivery, minimal rebriefs, and consistent creative quality. Embed best practices and process consistency across all accounts. Lead, coach, and develop regional delivery teams — strengthening managerial maturity and cross-functional collaboration. Foster a “One Global Team” culture that integrates studios, operations, and account managers. Identify high-potential talent, succession plans, and skill gaps within regional teams. Drive engagement, retention, and leadership visibility across teams aligned to the region. Ensure financial integrity for regional portfolios — revenue forecasting, utilization tracking, and cost governance. Monitor account-level profitability and collaborate with finance to manage recoveries and pricing discussions. Support retainer models and improve cost-to-serve visibility. 14–20 years of experience in operations, delivery, or service leadership in global creative production, marketing operations, or advertising delivery ecosystems. Proven experience in client governance, regional operations, and delivery leadership. Strong understanding of creative production workflows (Digital, Print, Motion, and Life Sciences). Exceptional cross-cultural communication and stakeholder management skills. Ability to balance strategic and tactical priorities — managing delivery operations while influencing regional leadership. Strong financial and forecasting acumen with data-driven decision-making capability. Experience leading distributed and multi-functional teams in a matrix environment. Experience in agency networks, creative production hubs, or global capability centers. Exposure to AI and automation in production workflows. Proven track record in driving transformation programs across markets. High comfort working with global time zones and senior regional stakeholders.
WHAT YOU OFFER US :
The Regional Service Delivery Head (RSDH) serves as the strategic and operational bridge between the India Global Delivery Center and the markets (AMS, EMEA, or APAC).
This role ensures that regional priorities are translated into delivery excellence — balancing speed, quality, cost, and talent. The RSDH leads a team of operations managers, project managers, and production teams aligned to regional accounts, driving predictable delivery, superior client experience, and proactive governance.
The RSDH partners closely with global and regional business leaders to anticipate demand, align capacity, and evolve delivery models in line with business strategy and the changing nature of creative production.
Your key roles and responsibilities will include :
1. Regional Delivery Leadership
- Serve as the primary operational leader for all work delivered to regional clients (AMS / EMEA / APAC).
- Translate regional business priorities into delivery and resourcing strategies within the GDC.
- Drive daily operational excellence, ensuring projects meet SLA, quality, and cost expectations.
- Lead the regional service delivery team — including operations managers, project managers, and integrated producers.
2. Client & Business Governance
3. Process Re-engineering Across Studios Forecasting & Resource Planning
4. Operational Excellence & Process Maturity
5. Leadership, People, and Culture
6. Financial & Commercial Accountability
GREAT TO HAVE :
PREFERRED QUALIFICATIONS :
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Delivery Head • Mumbai, IN
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