Service Owner – Operational Excellence (GCC)

Role Overview

The Head of Operational Excellence will lead the design implementation and continuous improvement of service delivery frameworks across the GCC. This role will be accountable for IT service management governance process excellence and operational maturity aligned with global enterprise standards.

The position will drive ITIL-led service management ServiceNow platform optimization service portfolio definition project governance and enterprise-wide reporting while also playing a key role in capacity planning talent strategy and operational scalability of the GCC.

Qualifications

• Bachelors degree in Engineering / IT / Computer Science
• MBA or equivalent (preferred)
• ITIL Certification (Expert/Managing Professional preferred)
• PMP / Prince2 / Agile Certifications (preferred)

• Experience: 15 years (with 8 years in leadership roles)

Success Metrics

• Service delivery performance (SLA adherence CSAT quality metrics)
• ServiceNow adoption and maturity
• Efficiency gains and cost optimizations
• Talent retention capability growth and internal mobility
• Quality of reporting insights and decision enablement
• Project delivery success rates

Leadership Expectations

• Strategic thinker with execution excellence
• Ability to build and scale GCC capabilities
• Strong collaboration with global IT and business leaders
• Focus on innovation transformation and continuous improvement

Key Responsibilities

1. IT Service Management & ITIL Governance

• Lead and institutionalize ITIL-based service management practices (Incident Problem Change Release Service Request etc.).
• Ensure process standardization compliance and continuous improvement across all GCC service streams.
• Define and monitor service KPIs SLAs OLAs and operational metrics.
• Establish governance forums and drive service review cadence with stakeholders.

2. ServiceNow Platform Ownership

• Own and evolve the ServiceNow platform strategy roadmap and adoption.
• Ensure optimal utilization across ITSM ITOM CMDB Asset Management and workflow automation.
• Collaborate with global teams to implement enhancements integrations and automation initiatives.
• Drive data quality platform governance and user experience improvements.

3. Service Portfolio & Offering Definition

• Define and maintain the GCC service catalog and service offerings aligned to enterprise needs.
• Establish clear service scope delivery models pricing constructs (if applicable) and engagement frameworks.
• Create standardized service documentation playbooks and onboarding frameworks.
• Drive alignment with global IT and business stakeholders.

4. Project & Program Management Oversight

• Oversee project management discipline within GCC including governance frameworks PMO standards and execution rigor.
• Ensure consistent delivery methodologies (Agile/Waterfall/Hybrid).
• Track project portfolio health risks dependencies and value realization.
• Establish reporting and steering mechanisms for leadership visibility.

5. Asset & Configuration Management

• Drive end-to-end IT Asset Management (ITAM) strategy including lifecycle management compliance and optimization.
• Ensure robust CMDB governance and accuracy across IT landscape.
• Optimize asset utilization cost control and vendor alignment.

6. Resource Planning Hiring & Capability Building

• Own workforce strategy and capacity planning aligned to GCC growth roadmap.
• Lead hiring strategy talent acquisition and onboarding for delivery teams.
• Establish competency frameworks training programs and career progression models.
• Build a high-performance culture focused on continuous improvement and innovation.

7. KPI Reporting & Insights

• Define and own enterprise-level dashboards and reporting frameworks across all GCC towers.
• Provide actionable insights through data analytics trends and performance indicators.
• Drive transparency and executive reporting for leadership and global stakeholders.
• Enable data-driven decision-making and operational excellence.

8. Continuous Improvement & Transformation

• Champion Lean Six Sigma and automation-driven improvements.
• Identify opportunities for process optimization cost efficiency and service quality improvement.
• Drive digital transformation initiatives within service delivery.

Key Skills & Competencies

• Strong expertise in ITIL framework and ITSM practices
• Deep experience with ServiceNow platform (ITSM ITOM CMDB ITAM)
• Proven track record in GCC setup/scale and operational leadership
• Strong program/project management governance expertise
• Experience in defining service catalogs SLAs KPIs
• Excellent analytical reporting and dashboarding capabilities
• Strong people leadership stakeholder management and influencing skills
• Exposure to automation AI/ML in IT operations (preferred)
• Lean / Six Sigma certification (preferred)

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