Director, GBS Service Management

Key Responsibilities

Leadership & Culture

• Build and lead a high-performing, inclusive, and engaged team of 20-30 individuals across our GBS centres .
• Foster a culture of collaboration, care, and continuous improvement.
• Champion talent development, succession planning, and employee. engagement

Service Management & Operational Excellence

• Define and execute the GBS Service Management strategy in alignment with broader business goals.
• Manage the GBS Service Portfolio to ensure services meet evolving business needs.
• Establish and monitor service performance metrics (SLAs/KPIs) and value delivery scorecards.
• Identify and implement opportunities for service efficiency and cost optimisation.

Customer & Stakeholder Experience

• Promote a customer-first mindset across all service interactions.
• Lead Voice of the Customer (VoC) initiatives and drive improvements in satisfaction and Net Promoter Score (NPS) for GBS and with the trajectory beyond GBS.
• Enhance service accessibility and usability through intuitive support channels and self-service tools.
• Oversee service design and user experience initiatives to improve engagement and adoption.

Business Partnership & Governance

• Build strong relationships with business stakeholders to align services with strategic priorities.
• Lead demand and capacity planning to ensure GBS services are scalable and future-ready.
• Implement governance frameworks to ensure accountability and transparency in service delivery.

Technology Enablement (Business-Focused)

• Oversee the strategic use of enabling platforms (e.g., ServiceNow) to support service delivery in partnership with IT.
• Ensure technology investments are aligned with business needs and deliver tangible outcomes.
• Promote automation and innovation that enhance service efficiency and user experience.

Qualification & Requirements

• 5–10 years of leadership experience in service management, customer experience, in a GBS environments.
• Proven ability to lead transformation and deliver measurable business outcomes.
• Strong understanding of service design, performance management, and stakeholder engagement.
• Experience managing diverse teams and fostering a high-performance culture.
• Excellent communication, strategic thinking, and relationship-building skills.

Preferred Certifications

• ITIL 4 Foundation or higher strongly preferred
• Familiarity with service management platforms (e.g., ServiceNow)
• Certifications in project or process excellence (e.g., PMP, Agile, Lean Six Sigma) are a plus

Benefits

• Your Future: annual bonus, life insurance, company stock saving plan
• Work/Life Balance: paid volunteering hours, flexible approach
• Your Wellbeing: private health care with dental care package, multisport card/my benefit platform
• Flexibility: possibility of working in hybrid model
• Training: Hands-On, Team-Customised, subsidies for language classes, certifications and postgraduate studies
• Extra Perks: referral bonus, recognition program, mentoring program