Service Management and Transformation Leader

The Service Management and Transformation Leader will drive the evolution of the Global Business Services (GBS) operating model by leading strategic initiatives across service management, process transformation, and organizational change. This role is pivotal in delivering end-to-end process standardization, fostering effective business partnerships, managing migrations, and ensuring knowledge continuity and change readiness across the enterprise.In this role you will be responsible for:1/ Service Management & Operational ExcellenceDesign and implement a global service management framework aligned with GBS strategy and customer expectations.Oversee service performance metrics (KPIs, SLAs, NPS)Champion the adoption of digital tools (e.g., ServiceNow, Cervelo) to enhance service visibility, and self-service capabilities2. End-to-End Process StandardizationLead the harmonization of core and enabling processes across finance, procurement, HR, and commercial service lines.Collaborate with global process owners and regional leads to embed standardization, simplification, and automation Design and oversee the governance to allow deployment of standards and management of exceptions3. Business Partnering & Stakeholder EngagementEstablish and maintain strong relationships with business units, acting as a trusted advisor and transformation enabler.Co-develop joint business plans and service performance reviews with key stakeholders Manage measurement of SBS NPS score / SBS satisfaction survey4. Migrations Portfolio ManagementOwn the global migrations roadmap, ensuring seamless transitions of services into GBS centers.Coordinate with transition leaders and regional teams to manage timelines, risks, and resource planning 5. Knowledge Management & Business ContinuityDevelop and maintain a robust knowledge management framework to support service resilience and scalability.Ensure 100% of critical business activities are tested and ready for continuity across centers 6. Communication & Change ManagementLead change management initiatives to support transformation programs, including stakeholder communications, training, and adoption strategies.Promote a culture of transparency, engagement, and continuous learning  Experience10+ years of experience in shared services, GBS, or transformation leadership roles.Proven track record in service management, process transformation, and global migrations.Strong understanding of digital enablers (e.g., automation, AI, service management platforms).Experience working in a matrixed, multicultural environment.Excellent communication, stakeholder management, and leadership skills.Success Metrics:% of standardized processes across service linesCustomer satisfaction (NPS) and service delivery KPIsMigration success rate and timeline adherenceBusiness continuity readinessChange adoption and employee engagement scoresLanguages: English (fluent, mandatory)