DRSC Strategy & Operations Global Delivery Center Leader

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Work you’ll do

The KL DRSC Strategy & Operations Leader is a senior strategic operator responsible for positioning the Kuala Lumpur Delivery Center as a value-driving hub for Deloitte Global, primarily focusing on the day-to-day operations of Deloitte Technology (~80% of time), while also supporting and providing senior leadership support to two Deloitte Global shared service entities (~20% of remaining time).  This role combines enterprise-wide operational stewardship, technical management, talent and capability strategy, stakeholder influence across regions and functions, and portfolio-level delivery oversight to convert service delivery into measurable business outcomes (productivity, quality, risk mitigation and innovation). The incumbent partners with key clients and regional stakeholders to translate strategy into an executable roadmap, shape long-term capability plans, and ensure the DRSC is a center of excellence for shared services and cross-border delivery.

Key responsibilities:

• Operational strategy & execution
  • Own the end-to-end operating model leading teams to deliver 24/7/365 support coverage.  Design and deliver strategic roadmap for the KL DRSC, aligning client priorities to local capability investments and SEA market realities.
  • Translate business objectives into measurable operational targets (e.g., productivity, cost-to-serve, client quality metrics, retention, and time-to-capability) and be accountable for delivering them.
  • Lead cross-functional programs that shift the center from cost focus to value creation (automation, advanced analytics, productization of services).
  • Influence & apply a deep understanding of the different components that make up fully loaded costs, identifying levers to support optimisation and estimate on an ongoing basis the investments required around infrastructure and non-infra requirements

• Service Delivery
  
  • Under the direction of the TPL, dedicate a portion of capacity to the delivery of designated GDAS program scope items, assuming end‑to‑end responsibility for team management, schedule adherence, budget control, and quality assurance

• Stakeholder leadership & influence
  • Serve as the primary point of contact for key clients and regional stakeholders — shaping priorities, negotiating trade-offs, and securing investment and sponsorship for transformational initiatives.
  • Build trusted advisory relationships with local and global business leaders and enable performance feedback loops that inform continuous improvement and inform service delivery enhancements.
  • Represent the DRSC in governance forums and elevate operational insights into strategic decisions.

• Talent & capability strategy
  • Define and deliver a talent strategy for the DRSC that balances scale, specialized skills, and leadership bench-strength to support multi-business delivery for clients.
  • Implement capability programs (technical skills, domain knowledge, leadership development, mobility and retention levers) to convert workforce investments into measurable service outcomes.
  • Foster an inclusive, high-performance culture that supports innovation, cross-border collaboration, and internal mobility.

• Delivery governance & risk
  • Establish and maintain governance, controls and risk frameworks that meet industry best practices and client expectations, while enabling regional agility.
  • Lead performance management via dashboards and outcome-oriented KPIs; use data to prioritize investments and reduce operational friction.
  • Ensure robust escalation paths, contingency planning and compliance alignment across services.

• Innovation & continuous improvement
  • Champion new operating practices, automation, and data-driven solutions to improve cycle times, reduce error rates, and unlock scalable efficiencies.
  • Sponsor pilots and scale successful prototypes into repeatable services and reusable assets (playbooks, platforms, IP).

Requirements

Qualifications & experience

• 15+ years in senior technology and operational leadership roles within multi-business delivery centers, shared services, or professional services firms.
• Proven record influencing senior stakeholders in matrixed, global organizations and translating strategy into delivery.
• Strong experience in program delivery, operational governance, KPI/analytics,  change management, and AI adoption
• Proficient in driving process improvements, and best practices for organizations.
• At least 3 years of experience working within a lean-agile product organization, preferably using the Scaled Agile Framework (SAFe®), with a demonstrated history of delivering value aligned to company objectives.

Preferred : 

• Experience with global professional services, tech delivery hubs, or SEA delivery centers.
• At least 5 years of experience operating and supporting mission-critical cloud hosting infrastructure
• Experience working with DevOps platforms and tools (GitHub, GitLab, Azure DevOps, etc.).
• Data-driven decision-maker with experience building performance dashboards and translating metrics into action

Skills & Attributes

• Strategic mindset with strong operational rigor and track record of execution.
• Strong stakeholder influence, negotiation, and presentation skills
• Empathetic people leader focused on capability building, coaching and retention in cross-cultural teams
• Comfortable operating in a complex matrix and driving alignment among competing priorities
• Proven experience working with global datasets and enterprise applications to ensure compliance with data privacy laws (e.g., GDPR)
• SAFe® Product Owner/Product Manager Certification (or equivalent)

Due to volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorised Deloitte Recruiters via firm’s business contact number or business email address.