Mgr, Service Delivery Excellence & Gov

About the role

The Manager, Service Delivery Excellence & Governance is responsible for driving consistency, transparency, and continuous improvement across the Global Business Services (GBS) organization.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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

• Bachelor's Degree in Business, Engineering, Operations, Supply Chain, Finance, Information Systems, or related field.
• Leverage Lean Six Sigma certification preferred.
• 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

• 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.