Head of GBS Multifunctional Services

Key Responsibilities

The role holder will be accountable for leading and managing the Enterprise Services function within GBS, with an initial scope spanning:

• External Expert Engagement Services (E3S)
• Corporate Giving Services (CGS)
• Contracting Services
• Assurance Services: Digital Compliance Services (DCS) & Global Payment Transparency Services (GPT)

Typical Accountabilities – The role holder will be accountable for the Enterprise Services team, including:

• Strategic Leadership
  • Shape and drive the vision, strategy, and roadmap for Enterprise Services, ensuring full alignment with the overarching GBS business strategy.
  • Demonstrate thought leadership by leveraging external industry trends and internal insights to enhance service delivery models, accelerating time to value for customers.
  • Define clear objectives, outcomes, and success measures for each service area to guide investment decisions and prioritization.
• Operating Model Development
  • Establish and maintain a robust operating model across each Enterprise Services line, emphasizing service excellence through optimized process efficiency and enhanced customer experience.
  • Integrate seamlessly with the GBS matrix ways of working, clarifying accountabilities across regions, functions, and partners.
  • Strategically leverage offshore resources and AI technologies to unlock additional business value, improve scalability, and enhance service reliability.
  • Define service ownership, RACI, process standards, and the governance cadence required for consistent delivery.
• Growth Identification and Realization
  • Continuously identify new growth opportunities within Enterprise Services and translate insights into actionable, measurable plans that support scaling and expansion aligned with business priorities.
  • Build robust business cases and value tracking mechanisms to ensure disciplined growth and benefits realization.
• Service Management and Operations
  • Own end to end management of the Enterprise Services catalogue, including establishing and monitoring service level agreements (SLAs) and key performance indicators (KPIs).
  • Define service tiers and pricing principles, manage demand intake processes, and oversee the full-service lifecycle from onboarding to retirement.
  • Ensure mature incident, change, and problem management processes; drive strong vendor and partner management to safeguard continuity and quality.
• Performance and Continuous Improvement
  • Drive a culture of continuous improvement grounded in data driven decision making.
  • Utilize balanced scorecards and dashboards to monitor performance metrics rigorously, ensuring sustained delivery of at least 9% annual productivity improvements.
  • Embed Lean/Agile practices, automation, and standardization to reduce variability and improve cycle time, quality, and cost.
• Customer Experience (CX)
  • Embed a strong customer centric mindset across all service layers by applying design thinking principles to elevate user experience, service adoption, and stakeholder engagement.
  • Define “moments that matter,” measure customer sentiment (e.g., CSAT/NPS), and action feedback loops that translate insights into visible improvements.
• Digital, Data and Automation Leadership
  • Partner closely with the Head of GBS Transformation to embed best practices in process re‑engineering via digital and AI platforms within Enterprise Services.
  • Champion data integrity and analytics driven decisioning; ensure services expose the right insights to customers and stakeholders.
  • Lead change management efforts—including training, communications, and stakeholder engagement to secure adoption and realize value.
• Risk, Control and Compliance
  • Ensure a comprehensive framework of internal controls, audit readiness, and compliance with applicable regulations such as SOX, GDPR, and GxP where relevant.
  • Own service continuity planning, incident response frameworks, and operational resilience to minimize disruption.
  • Enhance the control environment proportionate to risk exposure, especially where the scope prioritizes compliance sensitive processes.
• Financial Management
  • Own the P&L for service delivery, including the management of recharge models and cost allocations.
  • Achieve scorecard targets related to financial performance, utilization rates, and cost recovery; drive budgeting, forecasting, and benefits realization discipline
• People & Culture
  • Lead a globally dispersed team across multiple hubs and time zones; set clear goals, standards, and development plans.
  • Foster an inclusive, high-performance culture emphasizing personal development, succession planning, and talent management.
  • Build capabilities in service management, process excellence, digital/AI, and stakeholder engagement.
• Issue, Incident and Crisis Leadership
  • Act as the escalation point for critical issues, leading major incident management and communications.
  • Drive root cause analysis and implementation of robust preventive controls to minimize recurrence; provide transparent updates to stakeholders.

Qualification & Requirements

This Role Will Appeal To An Individual Motivated By

• Shaping and scaling a forward-looking Enterprise Services strategy and operating model across a complex, global environment
• Embedding service excellence, digital enablement, and AI assisted delivery to improve customer experience and productivity
• Operating at the heart of a multidisciplinary function to drive measurable outcomes through collaboration, governance, and continuous improvement

Essential Criteria

• Extensive years of experience leading multi-disciplinary Global Business Services/Shared services.
• Experience of transforming services and processes across global complex environments
• Experience of managing shared services with a legal or compliance requirement. Relevant experience that can be leveraged and related to current scope.
• Strong stakeholder management skills requiring senior leader interaction in a cross functional setting
• Experience with digital enablement and AI assisted transformations; comfort with platforms supporting automation, analytics, and workflow orchestration.
• Strategic Thinking: Ability to translate high-level goals into operational plans.
• Commercial Acumen: Strong financial, budgeting, and analytical skills.
• Technological Literacy: Knowledge of ERP systems (e.g., Workday, Oracle) ITSM platforms (e.g., ServiceNow), analytics tooling, RPA/IPA, and AI-enabled operations and automation tools.
• Leadership: Proven ability to influence stakeholders without direct authority

Benefits

No information available.