Operations Excellence Lead
Core
Drive increased effectiveness and efficiency of service delivery by defining best practice ways of working, minimum standards, and common service delivery metrics across global markets.
Role type
Global Process Owner for Service Line
Builds
Consistent service delivery models utilizing preferred products, platforms, and technologies
Domain
Professional Services / Marketing Services
Required skills
Process optimization, RACI definition, Change management, Cost-to-serve management, Utilization management, Global delivery network management, Quality assurance, Roadmap development
Preferred skills
Upskilling local teams, Integration with commercial finance and new business teams, Community building
Technologies
GDN, Offshore delivery centers
Responsibilities
Define global standards for ways of working, process, product, and technology; Define RACI and spans of control for delivery teams; Support adoption of service delivery models and drive continuous improvement; Own operational execution and design of Global Delivery Network (GDN); Partner with Global Delivery Network centers to execute services at lower cost; Integrate service delivery models into new business opportunities; Monitor and QA quality/efficacy of service output; Establish a community of practitioners.
Seniority
Senior, hands-on IC