Service Management Lead, International Business Operations

Stakeholder Management & Collaboration: Take full ownership of site's service catalogue maintenance & reporting in collaboration with FP&A. Partner closely with the Head of GBS Engagement & Service Management and Director of Site Operations to align service management strategies with overall GBS objectives and frameworks. Provide insights and strong support to site operations leadership, ensuring service excellence. Act as a trusted advisor and subject matter expert on service management best practices. Performance Management Design Support: Collaborate with key stakeholders, engagement leads, and site operations leaders to define and document performance requirements, business impacts, and key measurements critical to the business. Ensure alignment with OKRs and global operating standards. Provide expert guidance and support in the development of service design packages, including service level agreements (SLAs), operating level agreements (OLAs), and key performance metrics. Contribute to the development and implementation of service design methodologies and best practices. Collaborate with business intelligence to design performance tracking and reporting to deliver insights to site operations leadership in support of service excellence. Performance Management Monitoring & Governance: Facilitate reviews with site operations leadership and ensure data integrity and accuracy in performance reporting. Support the identification of opportunities for continuous improvement based on performance metrics trends and insights. Collaborate cross-functionally with various GBS teams to develop and implement effective mitigation plans to address performance gaps and improve service delivery. Ensure timely resolution and continuous improvement by developing and implementing effective mitigation plans to address performance gaps. Deliver consistent and high-quality service outcomes to contribute to improved stakeholder satisfaction with GBS performance. Ensure the service catalogue reflects current capabilities and services offered by maintaining an accurate and updated service catalogue for the site. Increase adherence to operating standards and compliance with service excellence measures by enhancing transparency and service performance insights. Achieve operational excellence by driving strategic initiatives and providing leadership in service management and performance tracking. Support data-driven decision-making by ensuring accurate and comprehensive performance monitoring and reporting. Proven experience in service design, performance management, and continuous improvement (Lean / Six Sigma). Excellent analytical and problem-solving skills, with the ability to translate data into actionable insights. Strong communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels. Demonstrated ability to influence cross-functional teams and deliver results. Experience with service management performance monitoring tools and technologies. Strong project management skills. Ability to work in a fast-paced and dynamic environment. Proficiency in Microsoft Office Suite - Word, Excel, PowerPoint, and Adobe Acrobat Pro. Global experience is highly desirable. Experience in Medical Devices, Healthcare or Manufacturing is preferred. Experience and Education Requirements: Requires a bachelor's degree with 13+ years of demonstrated experience in service management roles in GBS, professional services, or manufacturing. Alternatively, 10+ years of demonstrated experience in GBS Service Management, professional services, or manufacturing. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. to over 100 lbs. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be exposed to the following environmental conditions: Wet or humid conditions, work near moving parts, work in high - precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, extreme heat (non-weather), extreme cold (non-weather), risk of electric shock, work with explosives, risk of radiation, vibration. The noise level in this work environment can range from quiet to very loud. Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. LI-Hybrid