Senior Manager, Integrated Business Solutions

This role is based in Richmond, VA.

About the role

As the Senior Manager, Integrated Business Solutions you will lead service alignment, build a positive business perception, and elevate performance optimization across the Accelerated Business Services (ABS) model, ensuring measurable value for the business. You will shape how services are delivered across internal teams and outsourced partners, and craft narratives that positively impact adoption and perception of ABS. You’ll partner closely with Global Process Owners (GPOs), executive leadership, and business stakeholders to identify optimization opportunities and unlock enterprise value through the ABS operating model.

Responsibilities

• Business Engagement (20%)
  • Create business outreach infrastructure.
  • Identify top gaps to address by stakeholder groups and develop a communication strategy that best addresses concerns.
  • Develop reliable, data-driven infrastructure that builds trust and transparency among key stakeholders.
  • Facilitate regular service reviews with business leaders to assess satisfaction and emerging needs.
  • Advance ABS Operating Model valuation, leading performance visibility, accomplishments, and relevant time/cost savings for stakeholders.
• Continuous Improvement & Transformation (20%)
  • Lead the consolidation of continuous improvement efforts across BPO towers (Lean, Automation, AI enablement).
  • Shape ABS Service Delivery products by creating business plans that align with enterprise and ABS goals.
  • Identify and prioritize optimization opportunities across services, partnering with process owners and delivery teams to marry needs with capabilities.
  • Enable adoption of tools, process improvements, and intelligent automation.
• Create a unified ABS brand experience (30%)
  • Champion consistent messaging across teams through simple message points that drive forward-looking visibility and focus on change cycle and business user benefits.
  • Provide talk tracks, FAQs, and quick reference guides for common questions.
  • Establish omni-channel communication touchpoints, meeting stakeholders in their most common pathways.
  • Audit and ensure consistency in user experience across all ServiceNow workflows (e.g., emails, notifications, features).
  • Turn metrics into compelling insights and narratives, highlighting contributions, accomplishments, and benefits.
• Service Optimization & Governance (30%)
  • Collaborate with BPO to design and elevate opportunities for further enhancements to ABS processes and scope.
  • Deeply understand the Service Delivery ecosystem to inform recommendations and priorities.
  • Develop and manage Service Delivery catalogue to inform advances in automation and Continuous Improvement.
  • Identify and engage with key stakeholders across the business and ABS team, prioritizing highest value efforts to drive efficiencies and adoption.
  • Establish a governance framework to ensure stakeholder (BPO, ABS LT, Business Domain Sponsors) buy-in and transparency of forthcoming service enhancements.

Requirements

• Bachelor’s degree in Accounting, Finance, Business Administration, Communications, or a related field. Master's degree preferred.
• 10+ years of experience in service management, change management and communications, with at least 5 years in a leadership role.
• Deep knowledge and understanding of shared services and global business services (GBS) organizations.
• Experience leading change initiatives, strong communication, and people skills.
• Strong executive presence and ability to diversify messages to fit the audience.
• Experience with BPO (Business Process Outsourcing) assessment, transition, and management.
• Experience in organizational transformation and service management platform (ServiceNow is preferred).
• Experience with management of transitions into a shared service model.
• Strong financial acumen, including ROI and savings methodologies.
• Excellent analytical and problem-solving skills, with the ability to analyze complex service delivery issues and make sound business decisions.
• Ability to collaborate effectively across peer and business partner groups.
• Ability to build strong interpersonal relationships and a track record of influencing.

Pay

The starting salary is based on experience, knowledge, and qualifications. The salary range for this position is $132,500.00 - $202,100.00.

Benefits

• Flexible and remote work options.
• 15 days of paid time off, 13 paid holidays, 2 floating holiday days, and a 37.5-hour workweek.
• Annual merit increases and performance bonus.
• 401(k) matching from day one, plus Deferred Profit Sharing (13%-17% of base salary).
• Student loan repayment assistance and professional development stipends.
• Comprehensive medical, dental, and vision coverage for you and your family.
• Paid parental and bonding leave.
• Wellness programs for whole well-being.
• Paid volunteer days.

This position is not eligible for sponsorship.