Service Management and Transformation Leader

The Service Management and Transformation Leader will drive the evolution of the Global Business Services (GBS) operating model by leading strategic initiatives across service management process transformation and organizational change. This role is pivotal in delivering end-to-end process standardization fostering effective business partnerships managing migrations and ensuring knowledge continuity and change readiness across the enterprise.

In this role you will be responsible for:

1/ Service Management & Operational Excellence

• Design and implement a global service management framework aligned with GBS strategy and customer expectations.
• Oversee service performance metrics (KPIs SLAs NPS)
• Champion the adoption of digital tools (e.g. ServiceNow Cervelo) to enhance service visibility and self-service capabilities

2. End-to-End Process Standardization

• Lead the harmonization of core and enabling processes across finance procurement HR and commercial service lines.
• Collaborate with global process owners and regional leads to embed standardization simplification and automation 
• Design and oversee the governance to allow deployment of standards and management of exceptions

3. Business Partnering & Stakeholder Engagement

• Establish and maintain strong relationships with business units acting as a trusted advisor and transformation enabler.
• Co-develop joint business plans and service performance reviews with key stakeholders 
• Manage measurement of SBS NPS score / SBS satisfaction survey

4. Migrations Portfolio Management

• Own the global migrations roadmap ensuring seamless transitions of services into GBS centers.
• Coordinate with transition leaders and regional teams to manage timelines risks and resource planning 

5. Knowledge Management & Business Continuity

• Develop and maintain a robust knowledge management framework to support service resilience and scalability.
• Ensure 100% of critical business activities are tested and ready for continuity across centers 

6. Communication & Change Management

• Lead change management initiatives to support transformation programs including stakeholder communications training and adoption strategies.
• Promote a culture of transparency engagement and continuous learning 

Experience

• 10 years of experience in shared services GBS or transformation leadership roles.
• Proven track record in service management process transformation and global migrations.
• Strong understanding of digital enablers (e.g. automation AI service management platforms).
• Experience working in a matrixed multicultural environment.
• Excellent communication stakeholder management and leadership skills.

Success Metrics:

• % of standardized processes across service lines
• Customer satisfaction (NPS) and service delivery KPIs
• Migration success rate and timeline adherence
• Business continuity readiness
• Change adoption and employee engagement scores

Languages:

• English (fluent mandatory)

Additional Information :

Additional Information for the job

Diversity & Inclusion

LDC is driven by a set of shared values and high ethical standards with diversity and inclusion being part of our DNA. LDC is an equal opportunity employer committed to providing a working environment that embraces and values diversity equity and inclusion.

LDC encourages diversity supports local communities and environmental initiatives. We encourage people of all backgrounds to apply.

Sustainability

Sustainable value is at the heart of our purpose as a company.

We are passionate about creating fair and sustainable value both for our business and for other value chain stakeholders: our people our business partners the communities we touch and the environment around us

What We Offer

We provide a dynamic and stimulating international environment which will stretch and develop your abilities and channel your skills and expertise with outstanding career development opportunities in one of the largest and most solid private companies in the world.

We offer

• A workplace culture that embraces diversity and inclusivity
• Opportunities for Professional Growth and Development
• Employee Recognition Program
• Employee Wellness Programs - Confidential access to certified counselors for employee and eligible family members along with monthly wellness awareness sessions.
• Certified Great Place to Work

Remote Work :

No

Employment Type :

Full-time