Governance & Service Implementation Lead

GCC Service Management Lead

Location: Hyderabad, India

The actual location of this job is in Hyderabad, India. Relocation assistance is available for eligible candidates and their families, if needed.

Step into a vital leadership role responsible for defining, implementing, and embedding the end-to-end service management framework governing our Global Capability Centre (GCC). Operating at the intersection of design and execution, you will turn our operating model into measurable service structures to ensure delivery is stable, transparent, and continuously improving.

This is an office‑first role. Working together in person supports close, real‑time collaboration and team alignment, enabling us to deliver our best work. You will work primarily in the office, with the flexibility to work remotely for 20% of your time (one day per week).

What you will get:

• An agile career and dynamic working culture.

• An inclusive and ethical workplace.

• Compensation programs that recognize high performance.

• A variety of benefits dependent on role and location.

• The full list of our global benefits can be found here: https://www.lonza.com/careers/benefits.

What you will do:

• Design the Service Framework: Define the end-to-end service management framework, including the service catalogue, SLA/KPI structures, and service ownership definitions aligned with enterprise standards.

• Monitor Service Performance: Implement tracking mechanisms and reporting structures to monitor SLA adherence, identify performance gaps, and drive necessary corrective actions.

• Establish Governance & Alignment: Form governance forums for service performance reviews, bridging the gap between the GCC, the retained organization, and business stakeholders.

• Support Seamless Transitions: Partner with the Transition Lead to outline service readiness criteria and safeguard service stability during and after multi-wave transition timelines.

• Drive Continuous Improvement: Identify optimization opportunities to boost service efficiency, integrate lessons learned from transition waves, and develop long-term service maturity.

• Manage Complex Stakeholders: Navigate a highly intricate environment involving multiple functions with varying maturity levels to manage expectations regarding service quality and reliability.

What we are looking for:

• Experience: 12–15 years of deep service management experience explicitly within GBS or shared services environments.

• Framework Expertise: A proven track record of designing, implementing, and embedding comprehensive SLA and KPI frameworks across global, multi-functional setups.

• Performance Management: Strong functional understanding of service delivery models, performance management tools, and service monitoring structures.

• Stakeholder & Governance Skills: Exceptional stakeholder management and governance capabilities, with the ability to manage escalations and align diverse functional expectations.

• Role Boundary Awareness: Ability to cleanly interface with the GCC Design Lead (who defines the model) and the Transition Lead (who moves the work) while focusing strictly on steady-state performance management.

• Educational & Professional Foundation: Background supporting strategic operational tracking, large-scale service design, and cross-functional team leadership.

About Lonza

At Lonza, our people are our greatest strength. With 30+ sites across five continents, our globally connected teams work together every day to manufacture the medicines of tomorrow. Our core values of Collaboration, Accountability, Excellence, Passion and Integrity reflect who we are and how we work together. Everyone’s ideas, big or small, have the potential to improve millions of lives, and that’s the kind of work we want you to be part of.

Innovation thrives when people from all backgrounds bring their unique perspectives to the table. At Lonza, we value diversity and are committed to creating an inclusive environment for all employees. If you’re ready to help turn our customers’ breakthrough ideas into viable therapies, we look forward to welcoming you on board.

Ready to shape the future of life sciences? Apply now.