Global Performance Management Lead – Services Operations

Monitors and governs global performance for full Service Operations organization.
Lead the design, implementation, and governance of a global performance management system within Services Operations.

Drive continuous improvement metrics programs, design the SPS audits & AEP processes, and transformation initiatives to enhance operational efficiency, safety, quality, responsiveness, and Services ops performance across all zones, based on strong analytics:


* Define and track KPIs for Service Ops, through global dashboards, including Orders, Sales, GM, and all continuous improvement/transformation metrics


* Leverage Data analysis to understand gaps
Collaborate with global transformation experts and regional ops performance leaders to understood root causes for gaps, provide feedback to strengthen action plan


* Consolidate all 3 regions performance for review with global commercial


* Translate complex data into clear executive narratives and decision-ready insights.


* Drive predictive and proactive performance management using trend analysis, root cause analysis, and automation.


* Execute strategic initiatives to optimize global operational performance and governance within Services Ops.

Establish and manage a global performance management framework for Services Operations.

Lead transformation initiatives aligned with performance management directions.


* Design and implement new processes and solutions for global performance management and continuous improvement.


* Build a robust cost-to-serve model for transparency and operational governance.
Enhance robust performance management processes covering safety, quality, responsiveness, and operations KPIs.


* Key stakeholders: Act as a senior advisor to leadership on service performance and experience trends, namely SVP Services Strategy, Services Commercial, Regional Services Ops leader, Finance, regional performance lead


* Influences global operational strategies and performance management decisions.

Master's degree (MBA, MSc in Operations, Analytics, or Technology Management)
Professional certifications such as:


* Lean Six Sigma (Black Belt preferred)


* PMP / Agile / SAFe (for transformation environments)


* Service Experience or Customer Experience certifications


* Strong analytical and financial acumen, expertise in performance management frameworks, excellent stakeholder management and influencing skills.

Work experience in transformation project within Country and global setup.


* Strategic & Leadership Skills


* Enterprise-level strategic thinking and execution capability


* Executive-level communication and storytelling with data


* Advanced stakeholder influence and change leadership


* Technical & Operational Skills


* Deep understanding of service operations in a technology environment, with ideally 10 -12 years of services operation experience


* Expertise in performance manageme...