Cost to Serve Transformation Leader - Global Service Operations

Cost to Serve Transformation Leader

Role Purpose

Lead the global Cost to Serve (C2S) transformation program across Service Operations, driving productivity, cost optimization, and operational excellence.

Partner with countries and regions to identify, validate, and implement improvement opportunities that deliver measurable business and P&L impact while building sustainable transformation capabilities.

Key Responsibilities

Transformation Leadership


* Drive the global deployment of the Cost to Serve methodology across countries and regions.



* Identify and prioritize productivity, efficiency, and cost reduction opportunities.



* Ensure initiatives deliver sustainable business value and measurable outcomes.

Workshop Facilitation


* Prepare and facilitate Cost to Serve workshops with cross-functional stakeholders.



* Lead structured discussions to identify waste, inefficiencies, and improvement opportunities.



* Translate workshop outputs into actionable transformation initiatives.

Opportunity Validation


* Support the quantification, structuring, and validation of identified opportunities.



* Develop robust business cases, implementation plans, and benefit realization tracking.



* Ensure ideas progress efficiently from identification to execution.

Governance & Realization


* Establish effective governance, including Steering Committees, reviews, and reporting.



* Monitor implementation progress, risks, and benefit realization across countries.



* Provide leadership visibility on transformation status, challenges, and opportunities.

Capability Building


* Embed Lean and Cost to Serve best practices across the organization.



* Coach stakeholders and build local continuous improvement capabilities.



* Facilitate knowledge sharing and replication of successful initiatives across regions.

Success Profile

A highly analytical and results-oriented transformation leader who combines consulting-style problem solving, Lean expertise, and strong execution capabilities to deliver measurable operational and financial impact at scale.

Qualifications & Experience


* 8-10 years of experience in operational excellence, transformation, consulting, or performance improvement.



* Experience in a leading consulting firm (Big 4, McKinsey, Bain, BCG, etc.

) or equivalent transformation environment.



* Strong Lean expertise, including waste identification, quantification, and implementation.



* Strong financial acumen with solid understanding of P&L drivers and business case development.



* Exceptional analytical, communication, and stakeholder influencing skills.



* Experience in Service Operations / Field Services is a strong advantage.



* Understanding of key Service Operations cost drivers and productivity levers.



* Demonstrated ability to drive change in complex, multinational environments.



* Embodies the principles of Humility, Agility, a...