Job Overview: Head, Service Delivery

The Head, Service Delivery role at Grab is a full-time leadership position for experienced professionals in customer support operations. Salary and benefits are highly competitive.

This opportunity is designed for those with extensive experience in BPO, in-house operations, and managing multi-channel support environments.

The role focuses on ensuring efficiency and operational excellence in Grab’s wide range of support and service functions.

Day-to-Day Responsibilities

In this role, you’ll be accountable for designing and governing end-to-end service delivery for multiple business segments and verticals within Grab.

You’ll manage both in-house and outsourced operations, introduce automation, and oversee digital service solutions to increase efficiency.

Budget management is a key area, with a focus on optimizing return on investment while maintaining service excellence and scalability.

The role requires implementing best-in-class standards, compliance, and risk controls to ensure seamless support delivery.

You’ll also mentor team leaders and BPO partners, driving Grab’s inclusive and collaborative culture for optimal service delivery.

Pros of the Role

One major advantage is Grab’s commitment to employee well-being, offering comprehensive benefits like medical and life insurance, flexible work, and various types of leave.

The environment encourages growth, talent mobility, and inclusion, making it ideal for leaders who value diversity and professional development.

Cons of the Role

The multidimensional nature of responsibilities may demand long hours and sustained focus, especially when managing escalations and multiple teams.

Given Grab’s high standards and regional scale, maintaining performance and compliance can be particularly challenging for those new to large-scale operations.

Our Verdict

The Head, Service Delivery role is perfect for seasoned professionals enthusiastic about driving operational excellence and empowering support teams in a dynamic environment.

With strong leadership skills and a drive for innovation, this is a career-defining move for anyone eager to join one of Southeast Asia’s top tech companies.