Global Service Delivery Director

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.

Now, we’re looking for talented individuals to join our team and make a difference.

About the Role: 

As part of its continued growth Intl.SOS has secured the opportunity to be the global assistance services provider for a major client. This dedicated programme will be delivered through a follow-the-sun model established globally across six locations reflecting the client’s key markets. This role presents an incredible opportunity to join at the outset of establishing this programme, taking it through the go-live phase and running it within defined commercial and operational KPIs.  

You will be working in close collaboration with the client, our medical and operations specialists and where required, the International SOS Assistance and Aspire Lifestyles Centres, to oversee and guide the delivery of high-quality service through efficient case management aligned with the client’s insurance policy benefits. 

Key Responsibilities:

•Provide leadership to the team of medical and operations specialists to achieve operational, financial and commercial objectives. 
•Serve as the primary point of engagement and the ultimate escalation and resolution point for assistance cases and client related operational issues; taking ultimate ownership of all complaints globally. 
•Ensure efficient delivery of the complete range of assistance services across the global assistance platform by ensuring appropriate levels of well-trained medical and operational professionals in all teams servicing the client. 
•Strive for the highest level of cost-effective customer service on the platform using the necessary tools and support systems to deliver these services. 
•Leverage global resources and best practice to maximize operational efficiency and quality across the global platform. 
•Represent International SOS and the programme Assistance team in engagements with the client, their customers and brokers. 
•Work collaboratively with the International SOS client services team in addressing contractual and scope of service-related matters with the client. 
•Ensure the relevant operations procedures and processes are in place to effectively deliver the contracted service. 
•Ensure optimum staffing levels and maximization of resources on the platform in line with service quality requirements, overseeing the global recruitment, selection, training, evaluation of performance and retention of staff on globally. 
•Lead the team towards a culture of productivity and ensure productivity measurements are in place and adhered to. 

About you:

•Typically 7 years’ experience in a management leadership capacity. 
•Qualification in Call Centre Management or comparable work-related experience in a medical / healthcare environment preferable.
•Experience working in Third-Party Administration (TPA), cost containment, medical network management, directional care and claims adjudication environments
•Experience of fraud, waste & abuse (FWA) detection; high-cost case management and repatriation planning.
•Demonstrates accountability, confidentiality and ability to handle client related queries. 
•Becoming proficient in understanding company’s case management software. 
•Working knowledge of CRM/Call Centre telephony systems.  
•IT literate with strong MS Office skills
•Ability to coach, mentor and impart knowledge to staff; demonstrable interpersonal and practical problem-solving skills. 
•Bachelor’s degree or equivalent qualification preferred.
•Excellent written and spoken English 

Additional Information:

•  Private health and dental cover, pension scheme, life assurance
•  Cycle2work, season ticket loans, gym discounts, childcare vouchers
•  Access to our employee assistance & employee support programme
•  Some travel, sometimes on urgent request. 
•  Occasional evening/weekend work based on operational requirements. 

By joining International SOS, you will contribute to a global network dedicated to protecting people and organisations. We offer a dynamic and respectful workplace where expertise, innovation, and collaboration drive our success. International SOS has been awarded as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2025.

13,000 experts | 1,200+ locations | 90 countries | 110+ languages

Start your journey with us today. Apply now!