Service Improvement Manager
Core
Lead the Global Business Services (GBS) Service Improvement capability as a Centre of Excellence, governing the improvement portfolio and embedding Lean Six Sigma principles across service lines.
Role type
Service Improvement Manager (Continuous Improvement / Operational Excellence)
Builds
A structured, data-driven continuous improvement culture and portfolio of validated initiatives within GBS.
Domain
Global Business Services (GBS) / Shared Services / Operational Excellence
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Lean Six Sigma methodology, root cause analysis, value quantification, portfolio governance, stakeholder management, automation integration, executive reporting
Preferred skills
ITIL, Project Management (PMP/PRINCE2), Change Management
Technologies
ServiceNow, automation platforms
Responsibilities
Own and evolve the GBS Service Improvement methodology aligned to Lean Six Sigma; Govern the central GBS SI portfolio and value tracking framework; Lead embedded SI Leads across service lines; Define standards for root cause analysis and problem solving; Track and report value across cost savings, productivity gains, and service experience; Act as senior advisor to Service Management leadership on systemic performance issues
Seniority
Senior, hands-on IC with strategic governance scope
