General Information

Position
Service Delivery Center Lead | Enabling Services | Albania
Work arrangement
Full-time
City
Tirana
Country
Albania
Department
Enabling Services
Team
Administrative Support
Area of interest
Project & Programme Management
Way of work
Hybrid

Description & Requirements

Who we are looking for
We are seeking an experienced and strategic SDC Leader to lead our Service Delivery Center in Albania. This role involves overseeing multidisciplinary teams across HR, IT, Risk, Finance, and Marketing, with a focus on scaling operations, driving digital transformation, and optimizing service quality.


Required Skills & Expectations 
  • 8+ years of experience in leading service delivery or shared service operations, ideally multidisciplinary teams.
  • Proven success in setting up or transforming delivery models in fast-growth environments.
  • Hands-on experience in driving transformational change, successfully implementing new processes, and leading people through transitions.
  • An ability to unite and inspire teams, fostering collaboration and alignment among diverse stakeholders.
  • Strong leadership ability, with experience managing large teams (50–100+ people) and building leadership capabilities within various levels.
  • Knowledge of processes within HR, IT, Risk, Finance, Marketing, or similar corporate functions.
  • Expertise in workflow technologies, automation tools (RPA), AI solutions, and process optimization approaches.
  • Ability to utilize data, analytics, and technology platforms to drive operational excellence and metrics-based decision-making.
  • Exceptional communication and stakeholder management skills, combined with a results-oriented mindset.
  • High self-reliance and independence, with a demonstrated ability to take ownership of processes and deliver outcomes.
  • Experience in international or matrix environments.

Preferred competencies include:
  • Strategic thinking with exceptional execution ability.
  • Experience in process improvement methodologies (Lean, Six Sigma, Agile).
  • Proficiency with emerging digital tools and automation solutions.
  • High adaptability and a coaching mindset to develop future leaders.

Your future role
The SDC Leader will be responsible for:

  • Strategic Leadership: Designing, implementing, and optimizing the Service Delivery Center’s operating models across various functions, ensuring alignment with the organization's business strategy.
  • Operational Excellence: Driving high-quality, efficiency-focused service delivery, defining KPIs, and using analytics to consistently monitor performance.
  • People Leadership: Managing multidisciplinary teams, fostering collaboration, and driving development-focused talent strategies. Inspiring and unifying teams to successfully navigate transitions and adopt new ways of working.
  • Digital Transformation: Embedding automation, workflow platforms, and technology solutions to enable scalable processes and continuous improvement.
  • Stakeholder Engagement: Acting as the primary point for escalation and ensuring transparent communication with business leaders and internal clients.
  • Change Management & Transformation: Leading transformation initiatives by not only embedding solutions but building engagement among teams to actively participate in driving the change.
  • Scaling & Growth: Executing strategies for organizational design, capacity planning, and staffing to scale operations while championing technology-enabled solutions.

What we offer
  • Leadership opportunity in a growing, global organization with a focus on innovation and transformation.
  • A chance to build and scale operations, driving impactful change across multidisciplinary teams.
  • Access to cutting-edge digital tools, analytics, and automation technologies.
  • A culture that supports professional growth, fosters collaboration, and rewards performance.
  • Competitive compensation and benefits package tailored to the significance of the role.

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