Global Service Management Lead


Set global standards and methodology for all key areas of responsibility and managing their implementation on a global scale
Develop a Process Excellence and continuous improvement program including Six Sigma programs
Challenge status quo and existing processes and devise new ways of workings as appropriate with a view to eliminate redundant process steps, cut down waste and improve efficiency
Buildi a consistent and effective process performance management philosophy, including SLA’s and KPI’s, dashboards and reports. These measurements to be multi-tiered including at business level, BPO level, GBS level
Ensure a robust and consistent process level governance, compliance & risk management program including operational and transition, and fully aligned with SOX and other compliance requirements
Engage a community of GSM regionally based team members to drive consistency & best practices, prioritize needs, drive & monitor efficiency of global processes, and continue to identify & implement continuous improvement opportunities
Identify key partnerships for GSM delivery, including BPO’s
Partner with key support functions including HR, Finance, IT and GBS to implement globally consistent processes
Facilitate a culture of change and continuous improvement within GBS and the businesses
Drive quality related programs like Idea generation drive and bring about a Quality mind-set within the delivery teams
Skills / Qualifications
Demonstrable experience e.g. demonstrable experience in leading Global Service Management on a multinational scale with multiple internal and 3rd party stakeholders
Ability to build positive relationships and foster trust
Ability to adapt style and behaviour to promote collaborative working
Enhanced oral and written communication skills
Strong organisational skills
Excellent team membership skills
Able to work as part of a virtual team spread across multiple geographies and time zones
Demonstrable experience of multi-country transition projects in complex environments
Implementation experience of global process transition projects
Strong Project Management skills
Experience of GBS / GSM in multiple service-type environments i.e. in-house and/or use of partners
Ability to work under pressure and meet deadlines
Track record of driving change and continuous improvement within a GBS function
Ability to communicate well at all levels
Relevant Process Improvement Qualifications – A Master Black belt or Black belt certified with 10 plus years of experience working in similar capacity. PMP certification would be an added advantage
Efficient in Microsoft Office
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