Senior Manager, GBS Engagement & Service Management Lead
About The Position
The Engagement & Service Management (E&SM) team within GBS is focused on positioning GBS as a strategic partner to the business by designing and delivering integrated, outcome‑driven solutions. Operating through dedicated OneGBS Pods, the team partners closely with functional leaders to translate enterprise priorities into coordinated execution across analytics, process improvement, program management, operations, and digital enablement. As a GBS Engagement & Service Management Lead you will play a critical role in shaping how GBS engages with the business and delivers measurable value at scale. You will lead a OneGBS approach for a major functional domain (Core G&A – Finance, Supply Chain, and Procurement), acting as the primary engagement and delivery lead for that domain portfolio. You will partner directly with senior functional stakeholders and GBS leaders to understand strategic priorities, OKRs, and key pain points. Your focus will be on delivering consistent, high-quality outcomes that enhance confidence in GBS performance. You will develop and maintain a GBS engagement & impact plan and roadmap, aligning initiatives to business outcomes and value creation. You will lead cross‑functional GBS teams (BI, CI/OpEx, PMO, Operations, Digital) to design and deliver integrated, end‑to‑end solutions. You will lead initiatives that improve transparency, compliance, and service quality. You will identify and address performance gaps and risks, ensuring timely resolution and long-term improvement. You will build business cases and value stories that clearly articulate revenue enablement, margin improvement, experience uplift, and risk reduction. You will establish and run pod governance, including regular interlocks, performance reviews, and prioritization discussions with stakeholders. You will ensure smooth handover to operations and ongoing performance management with clearly defined SLAs, KPIs, and accountable owners. You will manage and coach a small team of Senior Business Analyst(s), developing capability and building a strong internal pipeline for future leaders.
Requirements
- 10+ years of experience in GBS, management consulting, or functional leadership roles within Supply Chain, Procurement, or strategic/operations finance.
- Demonstrated track record of leading cross‑functional transformation initiatives and delivering quantifiable business value.
- Strong strategic thinker and problem solver, able to translate enterprise priorities into focused execution.
- Communicate with confidence at the executive level, influencing across functions without direct authority.
- Experience operating in complex, global, matrixed environments and navigating competing priorities.
- Comfortable making data‑driven decisions and partnering closely with BI and analytics teams.
- Lead with an enterprise mindset, balancing functional needs with broader GBS and company objectives.
- Typically requires a Bachelor’s degree with 13+ years of industry experience
- 5-8 years of previous people management experience
Nice To Haves
- Medtech or highly regulated industry experience.
- Supply Chain/Procurement, Commercial/Sales/NPI, or Post Market Surveillance & Support experience
- Comfort working with analytics, performance metrics, and insight‑driven decisioning.
- High learning agility, strong stakeholder orientation, and the ability to build trust quickly across diverse teams.
Responsibilities
- Lead a OneGBS approach for a major functional domain (Core G&A – Finance, Supply Chain, and Procurement), acting as the primary engagement and delivery lead for that domain portfolio.
- Partner directly with senior functional stakeholders and GBS leaders to understand strategic priorities, OKRs, and key pain points.
- Build strong, trust-based relationships with stakeholders and guiding them on strategic frameworks and service management best practices.
- Deliver consistent, high-quality outcomes that enhance confidence in GBS performance.
- Develop and maintain a GBS engagement & impact plan and roadmap, aligning initiatives to business outcomes and value creation.
- Lead cross‑functional GBS teams (BI, CI/OpEx, PMO, Operations, Digital) to design and deliver integrated, end‑to‑end solutions.
- Lead initiatives that improve transparency, compliance, and service quality.
- Identify and address performance gaps and risks, ensuring timely resolution and long-term improvement.
- Build business cases and value stories that clearly articulate revenue enablement, margin improvement, experience uplift, and risk reduction.
- Establish and run pod governance, including regular interlocks, performance reviews, and prioritization discussions with stakeholders.
- Ensure smooth handover to operations and ongoing performance management with clearly defined SLAs, KPIs, and accountable owners.
- Manage and coach a small team of Senior Business Analyst(s), developing capability and building a strong internal pipeline for future leaders.
Benefits
- A full and comprehensive benefits program.
- Growth opportunities on a global scale.
- Access to career development through in-house learning programs and/or qualified tuition reimbursement.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
