Global Lead for Managed Services

Summary of Role & Key Responsibilities

• Own end-to-end managed service operations across regions, delivering recurring, programmatic services that combine process-driven execution with domain-led analysis and insight. 
• Design and operate scalable, technology-enabled delivery models that integrate digital platforms, AI-assisted workflows, and globally distributed service teams. 
• Build, scale, and lead delivery centers in Colombia and the Philippines, establishing structured operating rhythms, knowledge-based workflows, and capacity models aligned to long-term client programs. 
• Orchestrate resource allocation, delivery handoffs, escalation paths, and service continuity across multi-disciplinary teams performing both operational and analytical work. 
• Define and own KPIs spanning service performance, cost efficiency, margin, quality, client satisfaction, talent development, and scalability. 
• Partner with HR on hiring, onboarding, and capability development, including training teams to execute standardized processes while applying technical judgment and subject-matter expertise. 
• Work cross-functionally with Digital, Advisory, Growth/Sales, Finance, and Operations leadership to align platforms, expertise, and delivery models into a cohesive, scalable service offering. 
• Lead through influence in a global, matrixed organization and foster a culture of accountability, continuous improvement, and operational discipline. 

• Partner with Digital teams to deploy and operationalize AI-enabled capabilities that enhance both transactional efficiency and knowledge-driven outputs (e.g., automated validation, analytics augmentation, insight generation). 
• Embed automation into repeatable workflows while enabling experts to focus on interpretation, exception handling, and value-added analysis. 
• Establish human-in-the-loop delivery models that balance scale, accuracy, and professional judgment. 
• Drive continuous improvement using data-driven methodologies drawn from both digital operations and scaled service environments, increasing throughput, consistency, and quality without proportional cost growth. 

• Establish and maintain clear service standards, SLAs, and quality benchmarks across ongoing managed programs. 
• Ensure consistent delivery of both reliable execution and high-value analytical outputs to Fortune 500 clients navigating complex regulatory and sustainability requirements. 
• Maintain and continuously strengthen strict data privacy, confidentiality, and information security protocols to safeguard sensitive supplier, product, and operational data, reinforcing client trust and regulatory compliance. 
• Work closely with internal security, legal, and IT teams to ensure delivery practices align with enterprise-grade data governance, access controls, and regional regulatory requirements. 
• Monitor client satisfaction, delivery performance, renewals, and expansion signals across key accounts. 
• Act as a senior escalation point for complex engagements requiring coordination across operational teams, technical experts, and digital platforms. 
• Use operational data and client feedback to continuously enhance service outcomes and delivered value. 

• Position managed services as a core growth engine for the C&VCT business line, scaling repeatable services while expanding higher-value analytical and insight-driven offerings. 
• Partner with Sales and Client Leadership on pricing, bundling, renewals, and expansion strategies within long-term client relationships. 
• Use delivery and performance insights to inform commercial decisions, investment priorities, and service evolution. 
• Identify opportunities to expand services, improve margins, and increase recurring revenue through greater standardization, automation, and knowledge leverage. 

• Partner with Growth Portfolio Leads and Solution Owners to identify opportunities to transition appropriate advisory-led work into scalable managed services models. 
• Co-develop practical operating models for each eligible solution area, including delivery structure, workflows, staffing models, enabling technology, pricing logic, and performance metrics. 
• Lead the operationalization of these models, standing up delivery capabilities, enabling global teams, and transitioning services from project-based delivery to recurring, programmatic execution. 
• Support Growth Portfolio Leads and Solution Owners in launching new managed services offerings, helping design, pilot, and scale services to operational maturity. 
• Establish repeatable playbooks for service conversion, onboarding, and scale-up to enable continued expansion of the managed services portfolio across C&VCT.

Key Requirements & Skills, Knowledge and Expertise

• 10+ years experience in managed services, BPO/KPO environments, SaaS-enabled operations, or platform-enabled professional services, preferably supporting complex enterprise clients. 
• Proven track record scaling recurring, process-driven service delivery models that combine operational execution with analytical or domain-led outputs. 
• Experience leading distributed or offshore delivery teams, ideally in Colombia, the Philippines, or similar global delivery locations. 
• Experience integrating digital platforms, automation, or AI into service environments to improve efficiency and scalability. 
• Experience working with Fortune 500 or similarly complex global organizations, managing long-term programs involving regulatory, product, or supply chain data. 
• Experience partnering closely with digital, product, or technology teams without direct ownership, translating platform capability into operational services. 

• Strong operational and systems thinking, with the ability to design and run scaled, repeatable delivery models that balance efficiency with expert judgment. 
• Experience applying AI, automation, workflow orchestration, or data platforms to enhance both transactional processes and knowledge-based outputs. 
• Comfort managing KPIs, dashboards, SLAs, and performance metrics in high-volume, high-complexity service environments. 
• Familiarity with operating in data-sensitive or regulated environments, including implementation of data governance, confidentiality, and security protocols. 
• Strong analytical and problem-solving capabilities, with the ability to translate operational data into performance and growth improvements. 

• Exceptional written and verbal communication skills, with the ability to engage both operational teams and senior client stakeholders. 
• Strong interpersonal and stakeholder-management abilities across global, matrixed organizations. 
• Proven ability to lead multidisciplinary teams delivering a blend of process execution, technical analysis, and client-facing outputs. 
• Experience fostering cultures of accountability, continuous improvement, and operational discipline across distributed delivery environments. 
• Comfortable operating in fast-evolving, growth-oriented environments where services, technology, and client needs continue to scale and mature.

Benefits

• The opportunity to work within an international organisation, collaborating with multicultural teams and contributing to projects with global impact.
• Long-term stability and professional development within a growing global consultancy.
• Continuous learning and development opportunities, including training, leadership development and learning spaces aligned with the evolution of the role and business needs.
• An inclusive and respectful working environment where diversity and equal opportunities are embedded in the way we operate.
• Flexible holiday policies, including an additional day off for your birthday and measures designed to support work–life balance.
• Access to corporate benefits aligned with the B Corp™ model, with initiatives focused on physical and mental wellbeing.
• A culture of recognition that values contribution, impact and behaviours aligned with our organisational values.
• The opportunity to engage in corporate volunteering initiatives, strengthening team connection and sense of belonging.