Global Head of Service & Operations Management, GBS

About the RoleWe are looking for an experienced and transformational Global Head of Service & Operations Management to help shape and strengthen the operating framework for our Global Business Services organization.This is a global leadership role responsible for creating the standards, governance and operating disciplines that enable consistent and scalable service delivery across GBS.The role will have end-to-end ownership of the GBS process taxonomy, knowledge management framework, SOP and process-documentation standards, service-management framework and Delivery-to-Global Process Owner governance.A key part of the mandate will be connecting the realities of day-to-day GBS operations with our Global Process Owners, ensuring that insights from Delivery systematically influence process standardization, simplification and future-state process design.Key ResponsibilitiesGlobal Process TaxonomyOwn and govern the end-to-end GBS process taxonomy across Finance, HR, Payroll, Middle Office and other GBS services.Establish a consistent global hierarchy across processes, sub-processes, activities and tasks.Create a common process language across functions and delivery locations.Ensure clear alignment between process taxonomy, service catalog, process ownership, SOPs, controls and performance measures.Partner with Global Process Owners to ensure taxonomy remains aligned with global process design.Knowledge Management & DocumentationEstablish and own the global GBS Knowledge Management framework.Define common standards and templates for SOPs, desktop procedures, work instructions, process maps, knowledge articles and operational playbooks.Build strong governance around documentation ownership, approval, version control, periodic reviews and retirement.Ensure process knowledge is institutionalized, easily accessible and sustainable, reducing dependency on individual or local knowledge.Establish and maintain a comprehensive repository of GBS process documentation.The proposed organization specifically identifies comprehensive SOP, desktop-procedure and process-documentation management as a core responsibility of Service & Operations Management. Delivery-to-Global Process Owner GovernanceServe as the critical bridge between GBS Delivery Operations and Global Process Owners within the GBS Services organization.Establish structured mechanisms to capture and synthesize operational insights from Delivery.Provide Global Process Owners with fact-based insights covering process pain points, recurring operational issues, process deviations, control gaps and opportunities for standardization and simplification.Translate Delivery experience into a prioritized pipeline of process-improvement opportunities.Support Global Process Owners with operational input when defining and evolving future-state global processes.Ensure approved global process changes are effectively translated into Delivery standards, SOPs and operational practices.Our operating philosophy is simple: Global Process Owners define what the process should be; this role ensures that Delivery experience informs that design and that agreed standards are embedded consistently across operations.Process Standardization & HarmonizationDrive greater process consistency and harmonization across GBS functions and geographies.Identify unnecessary local variations while recognizing legitimate regulatory, statutory and market-specific requirements.Partner with Global Process Owners and Continuous Improvement teams to translate global process designs into operational standards.Drive disciplined adoption of approved standards across GBS Delivery.Process standardization and harmonization are part of the proposed Service & Operations Management mandate. Service Management & Operating StandardsEstablish an integrated service-management framework connecting:Service Catalog → Process Taxonomy → SOPs → Controls → KPIs/SLAs → KnowledgeEstablish clear standards for service definitions, scope, ownership and operational responsibilities.Ensure changes to services and processes are consistently reflected in relevant operational documentation.Create governance mechanisms that enable global consistency while retaining necessary local flexibility.Continuous Improvement & Operational InsightsEstablish a disciplined process for converting operational experience into sustainable improvement:Delivery Insight → Root Cause → GPO Review → Process Decision → Updated Standard/SOP → Deployment → AdoptionCapture insights from operational reviews, root-cause analysis, incidents and stakeholder feedback.Partner closely with Continuous Improvement and AI teams to identify opportunities for process simplification, automation and transformation.Help ensure recurring operational issues result in structural improvements rather than repeated tactical fixes.Key Stakeholder RelationshipsThe successful candidate will collaborate extensively with:Global Process OwnersGlobal GBS Delivery LeadershipGBS Site and Operations LeadersContinuous Improvement, AI & LearningBI, Reporting & DataInternal Controls & ComplianceDelivery FP&ATechnology and other enterprise functionsWhat Success Looks LikeSuccess in this role will mean:A clearly defined and consistently adopted global GBS process taxonomyComprehensive, current and well-governed SOPs and process documentationA mature and accessible global knowledge-management environmentReduced unnecessary process variation across delivery locationsEffective two-way governance between Delivery and Global Process OwnersFaster translation of operational insights into process improvementsStronger adoption of global standards across GBSReduced recurrence of operational issues caused by process or documentation gapsCandidate ProfileWe are looking for a senior GBS/Shared Services professional who combines strong operational experience with process discipline and enterprise-level thinking. The ideal candidate will bring:Significant leadership experience within a global GBS, Shared Services or complex service-delivery environmentStrong understanding of end-to-end service and process managementDemonstrated experience establishing process taxonomies, knowledge-management frameworks and SOP/documentation standardsExperience working with Global Process Owners and translating operational requirements into global process improvementsExposure to Finance, HR, Payroll and/or Middle Office operationsStrong understanding of process standardization, harmonization and continuous improvementExperience operating across multiple countries and delivery locationsStrong stakeholder management and influencing capability within a matrixed global organizationAbility to balance global consistency with legitimate local business and regulatory requirementsA pragmatic, outcome-oriented approach with the ability to turn standards and frameworks into sustainable operational practicesWhy This Role MattersThis is not simply a documentation or service-management position.It is an opportunity to build the operating backbone of a global GBS Delivery organization, connecting process architecture, operational knowledge, service standards and frontline Delivery insights into one coherent framework.The successful candidate will play a pivotal role in moving GBS toward a more standardized, scalable, knowledge-driven and continuously improving global delivery model.