The Manager, Service Delivery Excellence & Governance is responsible for driving consistency, transparency, and continuous improvement across the Global Business Services (GBS) organization. This individual contributor role serves as a key partner to functional leaders and service delivery teams, ensuring that services are clearly defined, performance is measured consistently, and improvement initiatives are prioritized and delivered effectively. 

This role will shape and maintain the GBS Service Catalog, oversee service delivery performance management, drive alignment across global delivery centers, and manage the Continuous Improvement portfolio. The position plays a critical role in establishing governance, standard processes, and performance insights that enable a scalable, world-class GBS organization. 

Key Responsibilities: 

Service Management & Governance 

• Develop, maintain, and continuously enhance the GBS Service Catalog, including service definitions, ownership, service levels, and customer-facing documentation. 

• Partner with GBS functional leaders to establish and maintain standardized service frameworks, operating procedures, and performance expectations. 

• Support governance routines and service review processes across GBS functions and regions. 

• Drive consistency in service delivery practices across global delivery centers. 

Performance Management & Insights 

• Own the GBS Service Delivery Scorecard, ensuring consistent measurement of key service, operational, quality, and customer experience metrics. 

• Develop executive-level dashboards and reporting that provide visibility into service performance, trends, risks, and opportunities. 

• Partner with Reporting & Insights teams to automate performance reporting and improve data quality. 

• Support monthly and quarterly business reviews through performance analysis and recommendations. 

Continuous Improvement Portfolio Management 

• Establish and manage the GBS Continuous Improvement portfolio, including intake, prioritization, tracking, and benefits realization. 

• Partner with process owners and operational teams to identify improvement opportunities aligned to strategic priorities. 

• Monitor project progress, risks, outcomes, and value realization across the portfolio. 

• Promote continuous improvement methodologies and best practices across the organization. 

Cross-Center Alignment & Operational Excellence 

• Facilitate alignment across delivery centers to drive standardization and reduce process variation. 

• Identify opportunities to simplify, streamline, and harmonize processes across functions and geographies. 

• Support implementation of common governance, metrics, and operating models. 

• Drive adoption of service management and operational excellence practices. 

Stakeholder Engagement 

• Collaborate with functional leaders, site leaders, process owners, and business partners to understand service needs and improvement opportunities. 

• Influence stakeholders without direct authority to drive execution and organizational alignment. 

• Communicate progress, performance, and improvement outcomes to senior leadership. 

 

Qualifications 

Education 

• Bachelor's Degree in Business, Engineering, Operations, Supply Chain, Finance, Information Systems, or related field. 

• Lean Six Sigma certification preferred. 

Experience 

• 5–8 years of experience in Shared Services, Global Business Services, Operations Excellence, Process Improvement, Service Management, or Management Consulting. 

• Experience developing operational scorecards, KPIs, dashboards, or performance reporting frameworks. 

• Experience leading or coordinating continuous improvement initiatives and portfolios. 

• Strong understanding of process management, governance, and operational excellence concepts. 

• Experience working in global, matrixed organizations. 

Skills 

• Service Management & Service Catalog Design 

• Performance Management & KPI Development 

• Continuous Improvement & Portfolio Governance 

• Process Standardization & Operational Excellence 

• Data Analysis & Reporting 

• Stakeholder Management & Influencing 

• Executive Communication & Presentation Skills 

• Power BI, Excel, and reporting tools 

 

Success Measures 

In this role, success will be measured by: 

• A comprehensive and adopted GBS Service Catalog. 

• Standardized service performance reporting across all GBS functions. 

• Improved visibility into service delivery through enterprise scorecards and dashboards. 

• Delivery of measurable value through the Continuous Improvement portfolio. 

• Increased alignment and consistency across global delivery centers. 

• Enhanced stakeholder satisfaction with GBS governance and performance management. 

This role is ideal for someone who enjoys bringing structure to complexity, using data to drive decisions, and building the governance and operational discipline needed to scale a modern GBS organization. 

 

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