Head of Service Delivery

About the role

Grab is seeking a Head of Service Delivery to design, govern and lead end‑to‑end service delivery across multiple business verticals. The role oversees both in‑house and outsourced customer experience operations, ensuring they are future‑ready, financially sustainable and aligned with regional priorities.

Key responsibilities

• Implement operating models by introducing automation, outsourcing/insourcing and new digital service solutions.
• Manage and monitor budget spend, optimise ROI and co‑shape efficiency projects.
• Establish governance frameworks, compliance and risk controls for the vertical.
• Build and scale a centre of excellence together with country leadership.
• Drive continuous improvement using Lean, Six Sigma and benchmarking.
• Ensure SLA adherence for both BPO and in‑house operations.
• Standardise, scale and maintain service quality across partners.
• Handle escalations at country scale with a customer‑first approach.
• Lead Service Delivery Team Leaders and BPO partners toward shared goals.
• Champion inclusion, collaboration and talent mobility.

Required profile

• 10+ years progressive experience in BPO contact centre, shared services or customer operations.
• 8+ years in a leadership role delivering operational excellence in medium‑sized in‑house and large‑scale contact centre environments.
• Proven ability to manage both in‑house and outsourced teams.
• Strong stakeholder management and decision‑making skills.

Required skills

• Lean methodology
• Six Sigma