Head of Operations – Global Business Services

Key Responsibilities

Service Management

• Lead the global service management function to ensure alignment across towers and regions.
• Maintain and enhance the GBS service catalog, SLAs, escalation framework, and service governance.
• Monitor and report on service-level performance and customer feedback.
• Drive resolution frameworks, incident management, and root cause analysis.
• Partner with towers, IT, and PMO to ensure smooth onboarding of new services and modifications to existing ones.
• Operational Excellence (Continuous Improvement)
• Own the GBS-wide CI strategy, Lean Six Sigma program, digitization, and productivity initiatives.
• Manage CI Tower Leads and dotted-line Ops Excellence experts.
• Define and execute the CI roadmap in coordination with GPOs and functional leaders.
• Standardize CI methodologies, run Kaizen events, coach teams, and track ROI on improvements.
• Foster a culture of problem-solving, operational discipline, and performance accountability.

Center Leadership

• Directly manage Center Leads in India, Bucharest, and Manila.
• Drive center-level efficiency, including workspace, support services, and local operations.
• Oversee workplace experience, security, Business Continuity, disaster recovery, local compliance, and site governance.
• Champion the employee experience and value proposition at each center.
• Ensure a consistent and high-quality experience for customers and stakeholders.

GBS Communications

• Lead internal GBS communications, ensuring alignment, clarity, and engagement.
• Manage or coordinate with a GBS Communications Lead/team where applicable.
• Develop and deliver messaging related to strategy, change initiatives, organizational updates, and service awareness.
• Coordinate leadership communications, newsletters, and key campaigns globally.
• Ensure tone, branding, and messaging consistency across all GBS regions and functions.

Key Success Metrics:

• SLA attainment, customer satisfaction (NPS or CSAT), and target achievement .
• CI adoption rate, value realization.
• Center operational metrics (efficiency, engagement, security compliance).
• Communication reach, engagement, and feedback effectiveness.

Qualification & Requirements

Minimum Requirements:

• BA/BS plus at least 14 years of relevant experience in GBS, shared services, or operational leadership roles with a global scope, or demonstrated equivalency of experience and/or education, including at least 6 years of leadership experience
• Proven ability to lead multi-site operations and cross-functional teams.
• Experience in Lean Six Sigma, digitization initiatives and service management frameworks.
• Strong leadership in communications, change management, and stakeholder engagement.
• Ability to operate across global time zones and travel occasionally as needed.

Preferred Qualifications:

• MBA
• Experience within similarly large, complex, global organizations

Additional Information

• Sponsorship for relevant country work authorization is not available for this position, now or in the future

Benefits

AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan.