Manager, Service Delivery Excellence

Job Summary

Driving consistency and continuous improvement across the Global Business Services organization, the fully remote Manager, Service Delivery Excellence will oversee service delivery performance management, shape the GBS Service Catalog, and manage the Continuous Improvement portfolio while collaborating with functional leaders and service delivery teams.

Key Responsibilities

• Develop and enhance the GBS Service Catalog, ensuring clear service definitions and performance expectations
• Own the GBS Service Delivery Scorecard, providing insights into service performance and supporting business reviews
• Establish and manage the Continuous Improvement portfolio, tracking project progress and promoting best practices

Required Qualifications

• Bachelor's Degree in Business, Engineering, Operations, Supply Chain, Finance, Information Systems, or related field
• 5-8 years of experience in Shared Services, Global Business Services, or Operations Excellence
• Experience in developing operational scorecards, KPIs, or performance reporting frameworks
• Strong understanding of process management and operational excellence concepts
• Lean Six Sigma certification preferred