Service Delivery Models across Global Regions : An overview

Service Delivery Models across Global Regions can significantly vary based on local regulations, cultures and other parameters. It is important that service organizations understand the needs of customers in each region. An efficient & seamless Global Delivery Model is one where project teams are oriented to local cultures and regulatory standards coupled with Domain & Technology expertise. 

Let us now understand the finer aspects of how Service Delivery Model works in each of the Global regions.

1. United States - North America : In the US, Service Delivery model differentiates itself with a strong focus on efficiency, adherence to timelines, customer satisfaction and ability to deliver technology excellence consistently. Strong  Program Governance which includes solid, clear communication is a must to succeed and get customer buy-in. In a rapidly advancing technology world and changes that come along with it, the US region embraces these changes quicker than most regions. Hence it is important for Service Organizations to be aligned to the fast-paced business in the country. Also, the other important aspect is to be fully compliant with local regulatory standards like GAAP, IRS, HIPAA etc. particularly in Finance and Health Care domains. 

   
   

2. Europe (EU): Service Delivery model in Europe is primarily characterized by in-depth specialization & process expertise in domains and technologies. 'Master of All' situation is generally noticed seldom. There is a lot of emphasis on quality and customer-centricity. There is a close alignment required to different local cultures and regulations in the EU. Relationships generally take time , but it rewards long-term relationships. There is a strong preference for local support in every country, with strong language capabilities & cultural affinity. These aspects have to be blended into the Service Delivery Model. Regulatory frameworks like GDPR have a strong influence on how Service Delivery organizations handle data privacy laws.

   
   

3. APAC : In a culturally diverse region like APAC, it is important to understand the industry, specific market conditions for a Service Delivery model to succeed. Relationship building with diverse networks and forums are important. With obvious cost advantages, this region differentiates itself with its ability to operate offshore delivery centers. Resources are well equipped with diverse, niche skills and they form an essential platform for an efficient Global Service model with a right blend of onshore-offshore mix.

   
   

4. Middle East & Africa (MEA): Service Delivery model in this region is influenced by cultural diversity, relationships & infrastructure. Local presence in countries within this region is important to succeed. Some platforms like ERP, BPO and general IT services are early adopters in the region along with Digital Transformation in recent times. Service Organizations need to be mindful of data not going out of certain countries and there are local regulations to maintain data within Data Centers locally. Partnerships and Alliances form an essential component of a successful Service Delivery Model in the region. In some countries, there are challenges with infrastructure like limited internet connectivity & logistics. In the Middle East region, compliance to Islamic Finance regulations like Islamic Banking , adherence to labor & data protection laws are important for Service Organizations to understand and operate accordingly. Some countries also mandate skilled resource development and training for local resources as part of localization plans.

   
   

5. Latin America (LATAM) : Cultural affinity, language proficiency in languages like Spanish, Portuguese and time zone proximity are major differentiators in this region. Common Service Delivery Model approaches include nearshoring to neighbouring countries and outsourcing to local or international services companies. There are differences in taxation and legal regulations in each country , along with FInancial , Environmental and Corporate Governance and regulations that need adherence. 

In summary, Service Delivery models can vary significantly across global regions due to cultural, regulatory, and economic differences. In a typical 24X7X365 Service Delivery model, each regional team needs a good understanding of the local regulations and cultural differences to build effective Service Delivery strategies.