Job Description

🌟 Now Hiring: Head of Service Delivery

International SOS is expanding, and we’re looking for an experienced Head of Service Delivery to lead our global operations and ensure exceptional support for beneficiaries of our client travel policies.

This is a senior leadership role overseeing service delivery, operational excellence, and team performance across a high‑impact, fast‑moving assistance environment.

🔑 Key Focus Areas

• Oversee end‑to‑end delivery of assistance services across the Compass platform
• Lead and develop a global team of Operations Managers and Coordinators
• Serve as the primary escalation point for complex cases and operational issues
• Ensure compliance with SOPs, KPIs, and quality standards
• Drive productivity, continuous improvement, and best‑practice adoption
• Collaborate closely with medical, operational, and insurance partners
• Manage staffing, training, performance, and workforce planning
• Support business continuity and operational resilience initiatives

🎯 What We’re Looking For

• Strong leadership experience within healthcare operations, assistance services, or a related environment
• Proven ability to manage teams, streamline processes, and deliver high‑quality service
• Excellent communication and decision‑making skills
• Experience in customer‑focused, high‑volume operational settings
• At least 5 years in a management or leadership capacity
• Solid understanding of healthcare insurance products (preferred)
• Proficiency with case management systems, CRM/call‑center tools, and standard business software

🌍 Why Join Us

This role sits at the heart of our mission: ensuring travelers receive timely, high‑quality support when they need it most. You’ll shape the operational backbone of a global platform and lead a team committed to excellence.

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