Full-Time Senior Vice President – Shared Delivery

Senior Vice President – Shared Delivery is responsible for strategy, execution, and ongoing management of a large Global Shared Delivery Organization across multiple locations/countries.

Location Specifics: Remote for candidates based in PHL, EMEA, or India.

Language requirement: English - Fluent

Work Arrangement: Remote - Some travel required & flexibility regarding working pattern to cover PHL / EMEA timezones.

Role Summary: Lead a highly efficient organization, focusing on cost-effective scale, flexibility, governance, and delivery excellence.

Key Responsibilities:

1. Develop and implement a strategic plan to meet Shared Delivery capabilities and business expectations, partnering with Technology, Reporting, Transformation, and Finance teams.
2. Lead a high-performing talent acquisition team, exceeding client expectations, specializing in candidate generation/sourcing, recruitment marketing, market intelligence, resume review/shortlisting, screening, interview scheduling, onboarding, background checks, and customer service.
3. Ensure geographic footprint utilization, talent strategies, local office management, and recognition of local nuances while maintaining overall organizational culture.
4. Develop and coach leaders (VPs, Directors, Managers).
5. Establish performance standards and goals, assess progress, and proactively address gaps.
6. Hold managers accountable for hiring, managing, and developing high-performing teams delivering high-quality services.
7. Establish regular communications (1-1 meetings, team meetings) and provide timely feedback.
8. Ensure adherence to goal setting and performance management processes.
9. Participate in the Cielo Client Delivery Leadership team to ensure best practice sharing and organizational impact.
10. Cascade company and departmental communications.
11. Develop adequate training, succession, and career path plans.
12. Foster a culture that embraces employee growth and development.
13. Understand client business trends, building strategies, and managing their impact on the Shared Delivery team.
14. Maintain internal/external client satisfaction scores.
15. Optimize working relationships with internal and external clients.
16. Establish remediation plans for service recovery.
17. Ensure effective two-way communications for business requirements and performance.
18. Develop capability to deliver future approaches and strategies (e.g., modular services plans).
19. Take an active role in leading responses to RFPs, RFIs, and customer requests.
20. Deploy improvement programs to drive productivity engagement.
21. Drive, develop, and implement initiatives, tools, and technology to improve service quality and productivity.
22. Lead the establishment and review of local scorecards and KPI dashboards, implementing actions to improve metrics.
23. Adapt plans based on evolving needs and conditions.
24. Ensure documentation, materials, and project plans are updated and accessible.
25. Identify the right KPIs & dashboards to drive transformation.
26. Manage team governance, planning, coordination, and delivery.
27. Establish and manage the team budget and optimized team resources across geographies.
28. Build workforce plans and ensure adequate resourcing to meet business needs.
29. Track utilization, capacity, turnover, and engagement across teams.

Supervisory Responsibilities: Leads a team of Vice Presidents, Directors, and Senior Operations Managers.

Position Requirements:

• Degree qualified (preferred)
• Extensive experience leading Shared Services across multiple geographies
• Experience leading large, complex global organizations (800+ employees)
• Demonstrated experience in developing leaders
• Demonstrated success in large complex BPO/RPO environments
• Demonstrated success in changing large, complex programmes of work
• Significant Operations Leadership experience
• Cultural awareness and inclusive leadership
• Strong interpersonal, facilitation, and conflict resolution skills

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