Service Improvement Manager
Core
Lead the Global Business Services (GBS) Service Improvement capability as a Center of Excellence, governing the improvement portfolio to drive Lean Six Sigma principles, automation, and operational excellence.
Role type
Senior IC Service Improvement Manager (GBS)
Builds
GBS-wide continuous improvement framework, prioritized improvement portfolio, and measurable business value through Lean Six Sigma and automation.
Domain
Global Business Services (GBS) / Operational Excellence / Process Improvement
Required skills
Lean Six Sigma Black Belt, PMP/PRINCE2, Change Management, ITIL, enterprise portfolio governance, stakeholder management, data-led improvement analysis, benefit realization tracking, culture building
Preferred skills
ITIL certification
Technologies
Lean Six Sigma, PMP, PRINCE2, ITIL
Responsibilities
Lead and enhance the GBS Service Improvement framework embedding Lean Six Sigma; Establish and govern SI methodologies and value tracking; Partner with Global Process Owners and Digital teams to prioritize initiatives; Build Lean capabilities through training and coaching; Govern the end-to-end SI portfolio for accountability and benefit realization; Monitor and report realized benefits including cost savings and productivity; Lead a culture of continuous improvement and serve as a trusted advisor to senior leadership.
Seniority
Senior, hands-on IC