Head of Outsourcing Centre of Excellence in Guildford

Wargaming, a global online game developer and publisher, is seeking a Head of Outsourcing Centre of Excellence (CoE) to define, build, and lead a centralized outsourcing capability across the organization. Reporting directly to the Group Chief Operating Officer, this role will shape and execute a global outsourcing strategy that enhances scalability, optimizes vendor ecosystems, and ensures consistent quality across all external partnerships. The scope spans game development, art production, QA, localization, live operations, player support, and corporate functions (e.g., Finance, HR, Procurement, IT services), making it critical to both product delivery and enterprise operations.

This role carries a clear transformation mandate: to consolidate, standardize, and optimize a fragmented global outsourcing landscape into a centrally governed, high-performing model delivering measurable improvements in cost efficiency, quality, speed, and service outcomes.

What will you do?

• Lead the enterprise-wide transformation of outsourcing across development, player support, and corporate functions.
• Define and implement a target operating model covering governance, vendor segmentation, tooling, and global standards.
• Deliver measurable outcomes, including cost optimization, vendor consolidation, service quality improvements, cycle time reduction, and CSAT uplift.

Leadership & Executive Partnership

• Partner closely with the Group COO and senior leadership to define priorities and track transformation delivery.
• Act as the executive owner of outsourcing performance across all domains.
• Drive alignment across studios and corporate functions, leading change in a complex, matrixed environment.
• Assess and rationalize the global vendor portfolio across development, player support/BPO, and corporate services providers.
• Establish tiered vendor strategies, preferred partner frameworks, and long-term strategic relationships.
• Oversee vendor selection, contracting, governance, and performance management.

Operational Excellence & Integration

• Standardize processes and integrate outsourcing into internal workflows across production, player support, and corporate functions.
• Implement consistent KPIs and SLAs (e.g., cost, delivery timelines, quality metrics, CSAT, service efficiency).
• Introduce tools and frameworks to improve visibility, forecasting, and scalability.

Performance & Continuous Improvement

• Establish robust reporting, benchmarking, and performance management frameworks across all outsourcing categories.
• Drive continuous improvement initiatives and best practices via the CoE.
• Build internal capability and governance to sustain long-term performance.

What are we looking for?

• Extensive experience in outsourcing, vendor management, or external operations across multiple domains (e.g., gaming, technology, BPO, shared services).
• Proven track record of leading large-scale, enterprise outsourcing transformations, including vendor consolidation and operating model redesign.
• Experience across both product-facing (development, QA, player support) and corporate functions (e.g., Finance, HR, IT, shared services).
• Demonstrated success in building and scaling Centres of Excellence or centralized operating models.
• Strong leadership presence with experience influencing C-level stakeholders.
• Deep commercial expertise, including complex vendor negotiations and cost optimization strategies.
• Experience operating in a global, matrixed organization.

What additional skills will help you stand out?

• Strong understanding of AAA production pipelines and live service operations.
• Experience managing global player support/BPO environments (24/7, multilingual).
• Experience with outsourcing in corporate/shared services environments (e.g., Finance operations, HR services, IT support).
• Established network of vendors across development, BPO, and corporate service providers.
• Experience driving organizational change and adoption at scale.

Preferred location is Cyprus – relocation support can be provided. Other key locations include the UK and Czech Republic. Hybrid with International Travel. This role is eligible for relocation & immigration support.

Benefits and perks are tailored to the local market and culture. Our benefits in Guildford include:

• 5 weeks of Annual Leave per calendar year - increasing over time to a maximum of 30 days per year, with the ability to buy up to an additional 5 days through our holiday buy scheme.
• Additional paid time off (Birthday Leave, Marriage Leave, Compassionate Leave).
• Sick Leave Compensation and enhanced Maternity & Paternity Leave Benefits.
• Dog-friendly office.
• Onsite canteen (with an endless supply of free snacks and drinks).
• Video games area.
• Family coverage for Private Medical Insurance (pre-existing conditions are covered), Life Insurance, Pension scheme offering a matched 4% tax-free employee contribution.
• Wellbeing perks (Mental Health Days, Dedicated Well-being room, Team of Mental Health First Aiders).
• Career development and education opportunities within the company.
• Employee discounts via Perkbox.
• Personal Wargaming Gaming Account.
• Company events (including events for partners/children).
• Seniority Awards.
• Referral program - you can recommend the best talents to the Company and receive a reward.
• One of the main European hubs for game development with 25 years of experience on the market.