Reports To: Service Delivery Manager

The Service Deliver Lead sits under the Global Business Services Department mainly responsible for supporting the Service Delivery Manager in executing GBS initiatives, with particular focus on process improvement, technology enablement, transition management and project management coordination. This role will be instrumental in advancing our agentic AI implementation goals and ensuring seamless offshore transitions while maintaining high quality service delivery standards, while providing critical support on program management for GBS.

GBS Program Management support

• Provide specialised support to the Service Delivery Manager in the planning,
  execution, and monitoring of GBS initiatives; and ensure alignment with overall program objectives and timelines
• Coordinate with project teams and Service Delivery team to track progress, identify risks, and facilitate effective communication; and ensure consistent application of project methodology and governance standards

Technology Enablement

• Evaluate emerging technologies and their applicability to GBS service delivery
  improvement; and partner with GBS Innovation and Intelligent Automation and IT teams to implement and optimise service delivery platforms and tools
• Support the development and implementation of agentic AI solutions, including use case identification and deployment planning

Stakeholder Management

• Build and maintain productive relationships with internal customers and
  stakeholders and facilitate regular communication with stakeholders to manage expectations and address concerns
• Collect and analyse customer feedback to drive continuous improvement
  initiatives

Process Improvement and Transformation

• Lead process mapping, documentation, and optimisation initiatives to enhance
  efficiency within GBS operations; and identify automation opportunities and collaborate with technical teams to implement agentic AI solutions aligned with 80 replacement target
• Develop and maintain standard operating procedures (SOPs) to ensure consistency across global service delivery teams

Transition Management

• Assess and transition new services from Cathay business units and subsidiaries
  into GBS, evaluating each request for fit with the GBS model; and support offshore transition activities, including knowledge transfer, training, and performance monitoring
• Create detailed transition plans with clear milestones, dependencies, and risk mitigation strategies; and collaborate with stakeholders to minimize business disruption during transitions

• Bachelor’s degree in business, IT, or related field
• 8+ years of experience in process improvement, shared services, or business transformation
• Proven track record in project management and transition activities
• Strong analytical skills with ability to translate complex data into actionable
  insights
• Experience with process mapping and optimization methodologies (LEAN, Six Sigma)
• Experience with Agile methodologies and frameworks (Scum, Kanban); and experience with change management principles and practices
• Demonstrated ability to establish and maintain project governance frameworks
• Proficiency with project management and workflow automation tools
• Knowledge of AI implementation in business operations
• Experience managing offshore transition projects
• Project management certification (PMP, Prince2)

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