Vice President, Business Services Operations, Global Business Services

Description

The Vice President, Business Services Operations will drive delivery of our managed services partnerships, ensuring that value is achieved from the multiple outsourced partnerships under management. This leader will ensure that services and service levels for outsourced services/functions are maintained and continually improved, and that any issues with the day-to-day delivery of services provided by Service Providers are minimized. This role will serve as the primary interface between ELC and Service Providers, as well as the principal liaison with internal business stakeholders and user community for the services. The VP will develop and deliver programs in support of the sourcing relationship, overseeing the management of performance reporting and monitor the compliance of the Service Providers against the Service Level Agreements (SLAs). This includes ensuring that regular performance reporting, service level infractions monitoring and development of new SLAs and metrics are performed, as needed. This position oversees planning and forecasting of service consumption, quality of service and customer satisfaction. This leader will interface frequently with the Procurement team. This leadership position will govern a team that is responsible for the development of effective management-level relationships to ensure the two-way flow of information regarding strategies, priorities and issues, as well as for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals.  

Manage relationship with Service Providers to ensure the effective delivery of outsourced services

• Conduct Service Provider performance presentations for the internal governance/steering committee and other executive leadership groups  
• Design Service Performance Management processes, including standardized systemic tooling and reporting 
• Establish the metrics/performance reporting approach 
• Define and ensure implementation of policy changes that positively affect operations 
• Accountable for Service Provider Performance Management 
• Serve as final point of escalation for disputed service level related issues 
• Monitor compliance with obligations of service agreements 
• Authorize all work resulting in expenditures  
• Ensure continuous improvement processes are conducted relative to benchmarking service levels
• Ensure implementation of Transformation 

Ensure Service Providers have Business Continuity/ Disaster Recovery Plans  

• Engage participation of Service Delivery Team in testing of plans and monitor results of testing 
• Review and approve Service Provider’s Disaster Recovery Plan to ensure business continuity

Lead Vendor and Contract Management; Guide Service Delivery Teams 

• Create vision, clear direction and strategy for Vendor and Contract Management Teams 
• Coach and motivate team members to clear objectives and performance expectations 
• Provide informal leadership to ELC functional teams, partnering to improve efficiency, effectiveness and impact 
• Create an environment that encourages enterprise-wide thinking, cooperation, open communication and teamwork 

Performance Management & Accountability  

• Define enterprise process KPIs, outcome measures and benchmarks 
• Ensure transparency of performance across regions, delivery centers and service providers 
• Lead cross-process performance reviews and executive-level escalations 
• Embed outcome-based accountability into GBS and vendor governance models 
• Ensure alignment to business strategy through relevant stakeholder meetings and engage in regular cadence of management and governance forums

Qualifications

• Bachelor’s or Master’s degree in Business or relevant area of study 
• 15+ years in enterprise operations, GBS, or large-scale transformation roles 
• Proven experience leading others in global, matrixed organizations
• Deep understanding of GBS operating models, shared services and outsourcing
• Experience leading shared services organizations with external partnerships and multiple Service Providers. Ability to work successfully across a network of Service Providers to ensure effective operations and agreed-upon service levels  
• Experience engaging with executives, framing strategic issues, presenting recommendations, and supporting informed decision-making  
• Ability to influence and deliver through others without direct ownership, particularly by establishing relationships, effective controls and monitoring processes
• Enterprise and systems thinking: Demonstrated ability to think holistically across the organization, understanding interdependencies between systems, processes, and teams, and designing solutions that optimize outcomes at the enterprise level rather than within silos
• Demonstrated ability to assess stakeholder needs, creatively approach solutions, decide and influence appropriate courses of action
• Executive communication and storytelling: Ability to craft clear, compelling narratives that translate complex strategy, data, and trade-offs into concise, persuasive messages that drive alignment and decision-making; ability to articulate complex ideas in easy-to-understand business terms to others
• Proven negotiation and influencing skills, both internally across a globally matrixed organization as well as externally with vendors, contractors and service partners
• Business acumen and financial judgment to provide input to business cases
• Change leadership at scale: Proven experience leading large-scale, multi-stakeholder change, aligning leaders and teams across the enterprise to adopt new ways of working, capabilities, and behaviors
• Proven commitment to building leadership capacity through coaching, talent development, and succession planning to ensure long-term organizational strength and continuity