SVP Service Delivery

The Senior Vice President, Service Delivery is accountable for delivering world-class traveler servicing across all channels-voice, email, chat, and digital-while leading the regional hub network (Americas, EMEA, APAC, LATAM). This leader ensures that every traveler interaction reflects the company's high-touch service DNA while driving efficiency, scalability, and consistency through workforce management, quality assurance, and global service standards.

Serving as a transformation leader, the executive will embed innovation, automation, and AI into the service model in partnership with Shared Services, Operational Enablement, and Product teams, balancing technology-driven efficiencies with the human touch-discerning when automation drives scale and when human insight and expertise are essential to client satisfaction.

Global Traveler Servicing

• Lead the delivery of traveler servicing across all channels, ensuring high quality, responsiveness, and a personalized traveler experience.

• Establish and monitor global SLAs, KPIs, and escalation standards to drive accountability.

• Align service delivery practices with client expectations and contractual commitments.

• Balance AI-enabled efficiencies with high-touch human servicing to preserve the company's service DNA.

Regional Hub Leadership

• Provide executive leadership to regional servicing hubs (Americas, EMEA, APAC, LATAM), ensuring consistent service quality and operational practices.

• Partner with regional leaders to align staffing models, service performance, and client engagement.

• Support the expansion of the global servicing footprint by integrating new hubs or partner locations as required.

Workforce Management & Quality Standards

• Oversee global workforce management and capacity planning to optimize staffing and efficiency.

• Define and enforce quality assurance frameworks, coaching initiatives, and global service standards.

• Drive continuous improvement in agent performance, productivity, and traveler satisfaction.

Operational Alignment & Transformation

• Collaborate with Shared Services & Transformation on reporting, analytics, service center operations, and acquisition integration.

• Partner with Operational Efficiency & Enablement to advance AI, automation, and best practices that enhance scalability and reduce cost per transaction.

• Lead the responsible adoption of new tools, ensuring human expertise complements automation where personalization and empathy are essential.

Requirements:

Qualifications

• 15+ years in global service delivery or operations leadership, ideally within travel management, hospitality, or customer experience-driven industries.

• Proven track record of leading large, multi-region service organizations across multiple channels.

• Deep expertise in workforce management, QA, and service standards.

• Experience balancing high-touch client service with technology-enabled efficiency.

• Demonstrated ability to embed automation and digital solutions seamlessly while maintaining exceptional client care.

Skills & Attributes

• Inspirational leader with the ability to unify global teams under a consistent service vision.

• Operationally rigorous, with a proven track record of managing KPIs and driving performance.

• Collaborative across functions and geographies, fostering alignment and shared success.

• High EQ and client-centric mindset; committed to protecting the company's service DNA.

• Astute at discerning when technology drives scale and when human judgment delivers impact.

Success Metrics

• Consistent achievement of global SLA and NPS/CSAT targets across all channels and regions.

• Effective establishment and performance of regional hub network.

• Reduction in cost per transaction without compromising traveler satisfaction.

• Workforce utilization, productivity, and QA targets achieved globally.

• Successful adoption of automation and AI with measurable gains, while preserving customer satisfaction.