This role is responsible for Delivery Management within the Region Americas and reports into the Global Head of Delivery Management and the Head of GBS Americas. The chosen candidate for this role is an integral part of the leadership team of GBS Americas with team members across the Americas.

• Develop and implement a 3-5 year vision and strategy for quality management and operational excellence in the Americas.
• Evaluate, enhance, and scale tools, methodologies, and support to enable excellence in service delivery across the Region Americas with customer value in mind
• Create synergies out of common topics relevant to all business lines to ensure the required level of quality, consistency and harmonization and to create efficiency for the organization
• Enable operational excellence across the Americas via a performance management process with focus on operational improvement, Quality Management, external certifications as well as on best-in-class competency and knowledge management.
• Support regional management with programs and initiatives, which address location and infrastructure topics.
• Build and develop a highly skilled and driven team of highly skilled across the Americas.
• Secure ISO and Control Framework (re-)certification by determining the right organizational model and processes and by implementing mechanisms to address the most critical issues proactively throughout the entire organization.
• Tie a regional balanced scorecard into the GBS global balanced scorecard to help define, improve and drive performance management process. Combine the approach with the respective analytics solutions for the Americas
• Coordinate and direct all efforts of the organization related to Business Continuity Management, and Risk Management Controls.

• You bring leading edge knowledge and experience in the following areas: Business Excellence, Operational Excellence, Service Management, Quality Management, and Program Management
• You have 5-10 years of experience working within Global Business Services or a similar type of business.
• While you can go into detail, your focus is on aligning action with customer value, corporate values, and strategy. You have a proven ability of leading with a vision and coaching with purpose.
• You enjoy working with and developing top talent in your space.
• You are familiar with global delivery and collaboration models in the services industry, including front-, middle-, and back-office models.
• Your way of working and communicating is open, proactive and inclusive, within your own organization as well as across layers and organizations
• One of your strengths is in enabling and driving change by listening, generating buy-in, fostering teamwork, and creating transparency within a matrix organization
• You are fluent in English and Spanish and willing to travel across the Americas.