Reporting directly to the VP-Global Business Services, the Head of Service Management will have diverse responsibilities focusing on performance management, stakeholder success, reporting and analytics, value realization, , technology and system implementations, as well as operational/executive reportings, SLA/KPI metrics, supporting key business and operational initiatives, among other critical activities.

Essential Duties And Responsibilities:

• Responsible for the design, implementation and optimization of Establishing the Service Management Strategy & Priorities related to Service Management, Governance, Partnering and Operations for the GBS Organisation.
• strategy and plan for sustainable Growth for the GBS to support enterprise goals
• Enterprise -level contribution to the delivery of global priorities through the effective organization of GBS resources & activities to drive enterprise-level goals. development of global location and talent strategies in line with Dexcoms strategic goals and international expansion plans.
• Set the vision and execution plan for GBS-as-a-service functions across both GBS locations including the development of roadmap and strategy.
• Accountable for delivering KPIs and performance priorities through the implementation of strong frameworks and structures designed to support operational performance, transparency on resourcing and capability management.
• Drive strategic initiatives across GBS locations, create and maintain of high performing team culture through collaboration with leaders across all business functions – Contribution to CX (and other functional) vision, GBS strategic initiatives/ transformation
• Organization Design and ensuring sufficient Depth and Succession Planning, including investing in developing the right capabilities to prepare the organization for the future with a specific focus on future state business needs.
• Conduct assessments, and implement frameworks and governance structures including but not limited to GBS Value and Customer Experience, Business Intelligence, Service Delivery, Service Management, Service Design and Operational activities.
• Develops and articulates the vision for Shared Services in such a way as to engender the passion, engagement, leadership, and commitment necessary to effectively implement shared services concepts and methodologies across the organization.
• Works with and influences other teams including Business intelligence, Program Management, Site, and Functional Leadership groups to define methodology, procedures, or systems.
• Synthesizes recommendations and programs from functional knowledge and available data to a global GBS view.
• Help prepare operational/executive and ad hoc reports and maintain the Operating model for Global Business Services.
• Manage capacity, utilization, financial forecasts and actuals in partnership with Sites and FP&A partners.
• Advise the business on best practices and available tools to manage business processes and other strategic initiatives.
• Works with and influences other groups and functional areas in defining policy, procedures, or systems. Synthesizes recommendations and programs from functional knowledge and available data
• Drive the digitalization and transformation efforts of the organization through thought leadership, execution focus
• Develop long-range location strategy plans to support Dexcom’s rapid growth and the changing talent landscape to ensure Dexcom has access to, and the ability to leverage world-class talent across the globe.
• Drive strategic initiatives in the GBS, create and maintain of high performing team culture through collaboration with leaders across all business functions – Contribution to CX (and other functional) vision, GBS strategic initiatives/ transformation
• Inspiring people leadership, world-class employee engagement, and being a Role model coach.
• Organization Design and ensuring sufficient Depth and Succession Planning, including investing in developing the right capabilities to prepare the organization for the future
• Conduct assessments of talent access strategies and models including the development of benefits cases related to new operational locations or third-party staffing solutions to support the organization.
• Develops and articulates the vision for Shared Services in such a way as to engender the passion, engagement, leadership, and commitment necessary to effectively implement shared services concepts and methodologies across the organization.
• Appropriately assess risk when business decisions are made safeguarding Dexcom by driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior and business practices, and escalating, managing and reporting control issues with transparency.

Key Business Measures And Outcomes :

• Deliver on the streamlining of GBS Organization Service Governance and delivery across all GBS locations.
• Own the Service Catalog, and Cross functional frameworks designed to support GBS operations and ensure these are communicated and implemented within locations.
• Deliver on key execution outcomes from GBS network across all sites & business lines.
• Drive global standardization of processes and procedures through active implementation of transformation strategies and projects designed to enhance Dexcoms operational landscape.
• Identify and lead transformation strategies related to location selection, design and optimization of work structures that are financially prudent and provide Dexcom with access to talent capable of supporting organizational growth.scalable.
• Engagement of teams across GBS network
• Embed Dexcom Culture and Values across all GBS and Partner locations.
• Deliver Transformation outcomes.
• Identify productivity/ efficiency opportunities.
• Responsible & Accountable for functional P&L including GBS Shared Resource requirements. Responsible and Accountable for Global Business Services P&L (approx. $60m USD)
• Activley partner across the organization to identify opportunities for future consolidation & simplification of business operations to support Operational Expense goals

Deep experience in GBS Service Management & Governance at a global level working across multiple sites & delivery centers.

• Demonstrated experience in developing and implementing an supporting the development and implementation of organizational vision and strategy
• Track record of consistently delivering outcomes with a positive impact on the organization, employees, and the community.

Personal Characteristics

• Excellent communication skills, executive presence, and agility to navigate with finesse across different nationalities & stakeholder groups
• Inspirational & Collaborative Leadership. Drive clear vision, direction and prioritization, manage ambiguity effectively.
• Personality and gravitas to be able to work closely with senior executives in the organization
• Ability to inject operational rigor into the organization
• A decisive individual who possesses a strategic focus as well as an operational, implementation perspective
• An individual with Partnership mindset and relational expertise, create conditions to build a network of teams that thrives on freedom trust and accountability.
• Proven leadership experience with the ability to motivate and develop people not only the direct team but all those involved in the prioritized initiatives. Embrace diversity of background and opinions.
• A professional with impeccable personal integrity and business ethics
• Track record of recruiting exceptional talent and building high performing teams
• Results-oriented, self-disciplined, fast-paced, and motivated individual
• Demonstrated ability to process complex information and summarize it concisely in writing and/or verbally in a professional manner and in a time sensitive environment
• Highly collaborative and desire to reach across the organization to understand stakeholder needs and how to meet those needs
• Ability to organize, motivate and lead diverse teams in a quickly growing and agile/flexible corporate environment.
• Strong ability to access talent and ensure the organization is structured and staffed to successfully deliver on objectives
• Foster an open and transparent environment where employees at all levels are encouraged to contribute, engage in constructure technology reviews, and express their talents through collaborative problem solving and decision making.
• Computer skills: Microsoft Office Suite – Word, Excel, PowerPoint, and Adobe Acrobat Pro

Experience And Education Requirements:

• Typically requires a Bachelor’s Degree, MBA with 10+ years of demonstrated experience in leading Global Shared Services across multiple funcitions and locations or 15+ years of demonstrated experience in leading Global Shared Services across multiple functions and locations.