Reporting to the VP Global Business Services (GBS), t he Service Operations Director is a GBS-owned role responsible for driving greater consistency in GBS service management processes (e.g., intake, prioritization, progress tracking of work), standardizing how functions write service catalogs to communicate services offered to the business, and standardizing how functions track performance. The Director will guide the team, manage two analysts, and coordinate across GBS functional teams, while developing the service operations capability.

• Set standards related to service definition, SLAs/JAAs, KPIs, SOPs, Documentation
• Support development of SLAs/JAAs and SOPs/Docs and drive consistent adoption
• Set standard process for service management across GBS, functions and regions and drive consistent adoption
• Administer GBS governance model to ensure effective strategic decision making, operational review, and tactical issue resolution
• Determine operational KPIs for performance tracking and distribute across GBS, functions, regions
• Ongoing operational review in support of GSOs & GDLs
• Support perf. monitoring and mgmt. by creating standardized reports and advocating for tools
• Design and roll out clear approach for work intake, prioritization, and progress tracking
• Drive adoption of standards across the entire GBS and teams that interface with GBS

Additional Responsibilities

• Collaborate with IT to build / support workflow tool(s)
• Advocate for fit for purpose workflow tool(s)

• 10-15 years of experience in a cross-functional leadership role, preferably with experience in GBS or shared service type environments
• Experience in process improvement / continuous improvement
• Experience identifying and prioritizing improvement Leading global teams across different geographies
• Working with Regional Leadership teams in establishing scorecards, KPIs and Automation solutions
• Strong understanding of process optimization, performance metrics, and project management
• Proficiency in change management and the ability to drive process improvement
• Strategic thinking and a clear vision for aligning functional and GBS goals
• Strong leadership and team management capabilities, with a focus on talent development

Qualifications

• Bachelors degree + MBA (preferred)