Director

• Design and implement a GS service management framework aligned to ITIL best practices and enterprise operating models
• Define the service management strategy, governance and roadmap to improve operational efficiency, service reliability, and customer satisfaction
• Establish clear ownership accountability and performance standards for all service domains
• Partner with functional and technology leaders to integrate service management into transformation and digital initiatives
• Lead a global team of service managers, ensuring regional alignment with central policies and service delivery standards
• Act as the primary liaison between service operations and key business units, ensuring service expectations are met and exceeded
• Champion continual service improvement initiatives by analyzing performance data, customer feedback, and incident trends
• Lead the creation, standardization and ongoing management of the GS service catalog, defining clear service offerings, SLAs, and performance metrics
• Ensure service management practices adhere to compliance, security, and audit requirements globally
• Drive a culture of service excellence, accountability, and process discipline across the global services team

Director of GS Service Management

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