Head - Service Delivery Global Operations - Medical Devices / Pharma & Consumer Health

Description : Role Overview.

The Head of Service Delivery is responsible for the end-to-end performance, governance, and delivery of all client projects and services across global markets.

This includes multiple product categories such as medical devices, pharmaceuticals, and consumer goods, covering service lines like Legal Representation (LR / MAH / US Agent services), Regulatory Operations, Import-Export & Warehousing, and Distribution-as-a-Service (DaaS).

The role ensures every service commitment is delivered on time, within budget, compliant with regulations, and aligned with client satisfaction and business growth objectives.

Key Leadership & Governance :

• Own and oversee delivery of all client projects under the Service vertical.
• Ensure adherence to SLAs, regulatory compliance, and contractual obligations.
• Establish and maintain a robust Service Delivery Governance Framework including SOPs, checklists, escalation matrices, and review dashboards.
• Manage cross-functional delivery teams across LR, Regulatory, Logistics, and Warehousing.
• Act as the primary escalation point for clients and internal stakeholders.
• Monitor delivery profitability, efficiency, and resource utilization across engagements.

Client Success & Retention :

Team Management & Collaboration :

Performance & Process Improvement :

Qualifications & Experience :

(ref : iimjobs.com)