Location: Kuala Lumpur,Federal Territory of Kuala Lumpur,Malaysia

Position OverviewJob Title: Service Delivery HeadLocation: MalaysiaDepartment: ServicesReporting To: CTOO Tookitaki is seeking a Service Delivery Head to lead the end-to-end implementation of both On-Premise and Compliance-as-a-Service (CaaS) solutions. This role is pivotal in ensuring seamless client onboarding, deployment, and operational excellence, managing complex implementations for financial institutions. The ideal candidate has a proven track record in managing large-scale service delivery, deep expertise in regulatory compliance, and strong leadership skills to drive high customer satisfaction.Position PurposeThe Service Delivery Head is responsible for overseeing the successful deployment of Tookitaki’s financial compliance solutions, ensuring high-quality implementation across multiple geographies. This role demands strategic leadership, stakeholder management, and operational efficiency, focusing on client satisfaction, regulatory adherence, and continuous process improvements. The Service Delivery Head will also lead a team of project managers, engineers, and support professionals to drive operational excellence in On-Premise and CaaS deployments. Key ResponsibilitiesEnd-to-End Service Delivery ManagementLead the implementation of Tookitaki’s On-Premise and CaaS solutions for global clients.Ensure seamless deployment, integration, and handover to operational teams.Develop service delivery frameworks and best practices to ensure efficiency.Client Engagement & Relationship ManagementServe as the primary escalation point for all major implementation projects.Work closely with banks, fintechs, and regulators to ensure smooth deployments.Establish a customer feedback loop to enhance service delivery quality.Team Leadership & Performance ManagementBuild and lead a high-performing service delivery team, including Project Managers, Deployment Engineers.Define KPIs and performance metrics to drive operational excellence.Foster a culture of continuous learning, innovation, and process optimization.Operational Efficiency & Process OptimizationStandardize deployment methodologies across On-Premise and CaaS implementations.Drive automation and process improvements to enhance scalability and efficiency.Implement robust risk management and quality control frameworks.Regulatory Compliance & Security AlignmentEnsure all deployments comply with global financial regulatory requirements (GDPR, PCI-DSS, MAS, etc.).Work closely with security and compliance teams to maintain operational integrity.Implement disaster recovery and business continuity strategies for all deployments.Cross-Functional Collaboration & Strategic AlignmentPartner with Product, Engineering, Sales, and Customer Success teams to align service delivery with business objectives.Provide regular reports and insights to senior leadership on implementation progress and challenges.Drive initiatives to enhance client retention, upsell opportunities, and long-term engagement.Deployment Timelines SLAs:Shared below a detailed expectations for deployment timelines:Digital banks: 4-8 weeks.Traditional banks: 5-9 months.On-premise deployments: up to 12 months.These specifics are not included in the JD but are crucial for candidates to understand the complexity and expectations of the role.Key OKRsEnsure 100% successful go-lives for On-Premise and CaaS implementations within agreed timelines.Achieve high customer satisfaction (CSAT 90%+) across all service delivery engagements.Reduce implementation timelines by 30% through process optimization and automation.Improve team productivity and efficiency metrics by 25% within the first year.Ensure 100% regulatory compliance for all deployments across regions.Qualifications and SkillsEducationBachelor’s or Master’s degree in Computer Science, Engineering, Business Administration, or related field.PMP, ITIL, or Six Sigma certifications (preferred).Experience20+ years of experience in service delivery, project management, or implementation leadership.Proven expertise in large-scale enterprise solution deployments in financial services, banking, or regulatory technology.Strong background in B2B SaaS, On-Premise, and CaaS implementations.Experience in working with global clients, regulators, and compliance-driven environments.Technical ExpertiseStrong understanding of cloud platforms (AWS, GCP, Azure) and on-premise infrastructure.Knowledge of AML, fraud detection, and regulatory compliance solutions.Proficiency in project management tools (JIRA, Asana, MS Project).Experience in automation, DevOps, and process optimization methodologies.Soft SkillsExceptional leadership and stakeholder management abilities.Strategic thinker with a data-driven approach to problem-solving.Strong negotiation, conflict resolution, and decision-making skills.Ability to manage multiple global implementations simultaneously.Key CompetenciesService Delivery Excellence: Ability to lead large-scale technology deployments across multiple regions.Customer-Centric Approach: Strong focus on client success and relationship management.Operational Efficiency: Expertise in process improvement, automation, and team productivity optimization.Regulatory & Compliance Knowledge: Deep understanding of global financial regulations and security protocols.Cross-Functional Leadership: Ability to align technology, operations, and customer success teams.Success Metrics100% on-time and successful implementations across all Tookitaki deployments.Achieve customer satisfaction scores (CSAT) of 90%+ for all service engagements.Reduce deployment costs by 20% through process automation and efficiency.Maintain 100% adherence to global regulatory compliance standards.Build and retain a high-performance service delivery team with measurable improvements in productivity.BenefitsCompetitive Salary & Leadership Incentives.Global Leadership Role with exposure to major financial institutions.Comprehensive Health & Insurance Coverage.Flexible Work Arrangements & Executive Perks.Career Growth & Learning Opportunities in a fast-growing AI-driven compliance company.
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