Service Management and Transformation Leader

Key Responsibilities

Service Management & Operational Excellence

• Design and implement a global service management framework aligned with GBS strategy and customer expectations.
• Oversee service performance metrics (KPIs, SLAs, NPS)
• Champion the adoption of digital tools (e.g., ServiceNow, Cervelo) to enhance service visibility, and self-service capabilities

End-to-End Process Standardization

• Lead the harmonization of core and enabling processes across finance, procurement, HR, and commercial service lines.
• Collaborate with global process owners and regional leads to embed standardization, simplification, and automation
• Design and oversee the governance to allow deployment of standards and management of exceptions

Business Partnering & Stakeholder Engagement

• Establish and maintain strong relationships with business units, acting as a trusted advisor and transformation enabler.
• Co-develop joint business plans and service performance reviews with key stakeholders
• Manage measurement of SBS NPS score / SBS satisfaction survey

Migrations Portfolio Management

• Own the global migrations roadmap, ensuring seamless transitions of services into GBS centers.
• Coordinate with transition leaders and regional teams to manage timelines, risks, and resource planning

Knowledge Management & Business Continuity

• Develop and maintain a robust knowledge management framework to support service resilience and scalability.
• Ensure 100% of critical business activities are tested and ready for continuity across centers

Communication & Change Management

• Lead change management initiatives to support transformation programs, including stakeholder communications, training, and adoption strategies.
• Promote a culture of transparency, engagement, and continuous learning

Qualification & Requirements

Experience

• 10+ years of experience in shared services, GBS, or transformation leadership roles.
• Proven track record in service management, process transformation, and global migrations.
• Strong understanding of digital enablers (e.g., automation, AI, service management platforms).
• Experience working in a matrixed, multicultural environment.
• Excellent communication, stakeholder management, and leadership skills.

Success Metrics

• % of standardized processes across service lines
• Customer satisfaction (NPS) and service delivery KPIs
• Migration success rate and timeline adherence
• Business continuity readiness
• Change adoption and employee engagement scores

Languages

• English (fluent, mandatory)

Benefits

• 25 annual paid leave
• Flexible working hours
• Food vouchers
• Transportation allowance
• Additional medical & dental insurance
• Life insurance
• Sports card with 90/10 coverage
• Various learning & development opportunities
• Yearly performance evaluation plans
• Social clubs & Wellbeing initiatives
• Team buildings & social events
• Employee Referral Program