Global Head of Service & Operations Management, GBS

About the Role

We are looking for an experienced and transformational Global Head of Service & Operations Management to help shape and strengthen the operating framework for our Global Business Services organization.

This is a global leadership role responsible for creating the standards, governance and operating disciplines that enable consistent and scalable service delivery across GBS.

The role will have end-to-end ownership of the GBS process taxonomy, knowledge management framework, SOP and process-documentation standards, service-management framework and Delivery-to-Global Process Owner governance.

A key part of the mandate will be connecting the realities of day-to-day GBS operations with our Global Process Owners, ensuring that insights from Delivery systematically influence process standardization, simplification and future-state process design.

Key Responsibilities

Global Process Taxonomy

• Own and govern the end-to-end GBS process taxonomy across Finance, HR, Payroll, Middle Office and other GBS services.
• Establish a consistent global hierarchy across processes, sub-processes, activities and tasks.
• Create a common process language across functions and delivery locations.
• Ensure clear alignment between process taxonomy, service catalog, process ownership, SOPs, controls and performance measures.
• Partner with Global Process Owners to ensure taxonomy remains aligned with global process design.

Knowledge Management & Documentation

• Establish and own the global GBS Knowledge Management framework.
• Define common standards and templates for SOPs, desktop procedures, work instructions, process maps, knowledge articles and operational playbooks.
• Build strong governance around documentation ownership, approval, version control, periodic reviews and retirement.
• Ensure process knowledge is institutionalized, easily accessible and sustainable, reducing dependency on individual or local knowledge.
• Establish and maintain a comprehensive repository of GBS process documentation.

The proposed organization specifically identifies comprehensive SOP, desktop-procedure and process-documentation management as a core responsibility of Service & Operations Management.

Delivery-to-Global Process Owner Governance

• Serve as the critical bridge between GBS Delivery Operations and Global Process Owners within the GBS Services organization.
• Establish structured mechanisms to capture and synthesize operational insights from Delivery.
• Provide Global Process Owners with fact-based insights covering process pain points, recurring operational issues, process deviations, control gaps and opportunities for standardization and simplification.
• Translate Delivery experience into a prioritized pipeline of process-improvement opportunities.
• Support Global Process Owners with operational input when defining and evolving future-state global processes.
• Ensure approved global process changes are effectively translated into Delivery standards, SOPs and operational practices.
• Our operating philosophy is simple: Global Process Owners define what the process should be; this role ensures that Delivery experience informs that design and that agreed standards are embedded consistently across operations.

Process Standardization & Harmonization

• Drive greater process consistency and harmonization across GBS functions and geographies.
• Identify unnecessary local variations while recognizing legitimate regulatory, statutory and market-specific requirements.
• Partner with Global Process Owners and Continuous Improvement teams to translate global process designs into operational standards.
• Drive disciplined adoption of approved standards across GBS Delivery.
• Process standardization and harmonization are part of the proposed Service & Operations Management mandate.

Service Management & Operating Standards

• Establish an integrated service-management framework connecting:

Service Catalog → Process Taxonomy → SOPs → Controls → KPIs/SLAs → Knowledge

• Establish clear standards for service definitions, scope, ownership and operational responsibilities.
• Ensure changes to services and processes are consistently reflected in relevant operational documentation.
• Create governance mechanisms that enable global consistency while retaining necessary local flexibility.

Continuous Improvement & Operational Insights

• Establish a disciplined process for converting operational experience into sustainable improvement:

Delivery Insight → Root Cause → GPO Review → Process Decision → Updated Standard/SOP → Deployment → Adoption

• Capture insights from operational reviews, root-cause analysis, incidents and stakeholder feedback.
• Partner closely with Continuous Improvement and AI teams to identify opportunities for process simplification, automation and transformation.
• Help ensure recurring operational issues result in structural improvements rather than repeated tactical fixes.

Key Stakeholder Relationships

The successful candidate will collaborate extensively with:

• Global Process Owners
• Global GBS Delivery Leadership
• GBS Site and Operations Leaders
• Continuous Improvement, AI & Learning
• BI, Reporting & Data
• Internal Controls & Compliance
• Delivery FP&A
• Technology and other enterprise functions

What Success Looks Like

Success in this role will mean:

• A clearly defined and consistently adopted global GBS process taxonomy
• Comprehensive, current and well-governed SOPs and process documentation
• A mature and accessible global knowledge-management environment
• Reduced unnecessary process variation across delivery locations
• Effective two-way governance between Delivery and Global Process Owners
• Faster translation of operational insights into process improvements
• Stronger adoption of global standards across GBS
• Reduced recurrence of operational issues caused by process or documentation gaps

Candidate Profile

We are looking for a senior GBS/Shared Services professional who combines strong operational experience with process discipline and enterprise-level thinking. The ideal candidate will bring:

• Significant leadership experience within a global GBS, Shared Services or complex service-delivery environment
• Strong understanding of end-to-end service and process management
• Demonstrated experience establishing process taxonomies, knowledge-management frameworks and SOP/documentation standards
• Experience working with Global Process Owners and translating operational requirements into global process improvements
• Exposure to Finance, HR, Payroll and/or Middle Office operations
• Strong understanding of process standardization, harmonization and continuous improvement
• Experience operating across multiple countries and delivery locations
• Strong stakeholder management and influencing capability within a matrixed global organization
• Ability to balance global consistency with legitimate local business and regulatory requirements
• A pragmatic, outcome-oriented approach with the ability to turn standards and frameworks into sustainable operational practices

Why This Role Matters

• This is not simply a documentation or service-management position.
• It is an opportunity to build the operating backbone of a global GBS Delivery organization, connecting process architecture, operational knowledge, service standards and frontline Delivery insights into one coherent framework.
• The successful candidate will play a pivotal role in moving GBS toward a more standardized, scalable, knowledge-driven and continuously improving global delivery model.