Head of Platform & Service Delivery

Job Summary:

Lead platform, product, and service delivery functions to build a scalable, reliable, and efficient operating ecosystem.

• Translate company strategy into a clear and prioritised platform roadmap.
• Define product capabilities that enhance compliance, transparency, and operational efficiency.
• Ensure product development supports scalable and reliable service delivery.
• Balance innovation with operational practicality while driving adoption of new features.
• Oversee platform performance, data integrity, and system scalability.
• Lead engineering discipline, release cadence, and quality assurance standards.
• Reduce technical debt and strengthen documentation across teams.
• Ensure systems minimise manual work and reduce key‑person dependency.
• Oversee accurate and timely payroll and benefits administration across markets.
• Strengthen SOPs, operational controls, and onboarding turnaround time.
• Establish clear escalation governance and maintain strong SLA performance.
• Identify operational bottlenecks and implement structured solutions.
• Reduce friction between Product, Technology, and Operations teams.
• Improve cost‑to‑serve through automation and process optimisation.
• Strengthen operational visibility into gross margin and support scalable growth infrastructure.

• At least 10 years’ experience in tech‑enabled HR services, SaaS with managed services, or fintech operations.
• Proven leadership experience across Product, Engineering, and Service Delivery teams.
• Demonstrated ability to align product strategy with operational scalability.
• Experience managing multi‑market or regional operations is an added advantage.
• Strong commercial acumen with exposure to margin management.
• Strong cross‑functional communication and structured execution discipline.
• Ability to make principled trade‑offs and build scalable operating structures.

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