Engagement Risk Management

- Conduct independent risk assessments for deals and live engagements, with a focus on BPS/BPO and Service Desk models.- Analyze operational, commercial, compliance, and delivery risks, identifying gaps and recommending mitigations.- Ensure that all risk-related activities follow established corporate risk management policies, governance standards, and regulatory compliance frameworks.

Opportunity & Delivery Oversight

- Participate in opportunity review processes (e.g., contract reviews, pricing risk

assessments) to support pre-sales risk mitigation.- Guide bid teams in designing realistic delivery models and identifying risk-reduction strategies.- Support ongoing engagements through Health Checks, Delivery Assurance Reviews, and the creation and tracking of Go-to-Green plans for at-risk projects.

Stakeholder Engagement

- Serve as a trusted advisor to BU leaders, delivery executives, and engagement managers.

- Provide clarity on risk exposure and help drive informed decision-making at key project and executive checkpoints.

- Engage in strategic planning discussions to improve delivery maturity & resilience within the region.

Governance & Reporting

- Deliver timely and accurate risk reporting (e.g., Red/Yellow status, audit compliance reports, executive dashboards).- Maintain up-to-date documentation, including engagement risk profiles and assessment outcomes, in shared systems.

- Contribute to internal audits, risk assurance initiatives, and risk control improvements as needed.

Coaching & Best Practices

- Mentor and guide Project Managers, Service Delivery Managers, and Delivery Leads in identifying and managing risks.

- Conduct risk management training sessions with a focus

on real-world delivery and operational challenges.- Promote knowledge-sharing by facilitating reviews of lessons learned and encouraging continuous improvement in risk practices.

• Bachelor’s degree in Business, IT, Operations, or related discipline (Master’s degree or certifications like PMP, ITIL, or CRISC is a plus). Green belt & above.
• 12+ years of experience in IT/BPO service delivery, including 3+ years in roles directly related to risk, compliance, or delivery governance.
• Lean six sigma certified (green belt and above)
• Strong domain expertise in Service Desk operations and BPS/BPO engagement delivery.
• In-depth understanding of operational risk, contractual risk, SLA/OLA frameworks, and regulatory compliance requirements.
• Experience working across global delivery models and multicultural stakeholder environments.
• Risk governance, compliance, and service delivery in BPS/BPO (not the security skill)
• With experience on independent risk assessments for deals and live engagements, with a focus on BPS/BPO and Service Desk models.
• Process improvements