Global Service Management Lead

The Global Service Management E2E Work Lead provides single, consolidated end to end leadership for Source to Pay Service Management across all regions, ensuring that daily service operations, prioritization, and improvements are consistently aligned to S2P long term outcomes: Efficient Buy & Pay, Great Experience, Better Together, and a Fulfilling Workplace. Guided by VACC leadership principles, the role provides single, consolidated E2E Work leadership moving Service Management from process anchored execution toward true E2E S2P stewardship, enabling Easy Buy and Easy Pay. This role is accountable for advancing experience and performance at scale by strengthening service governance, stakeholder feedback loops (NPS/UX), and a prevention-driven culture (first-time resolution and caretaker mindset), enabled by data, AI, and modern service technologies.

The role operates through cross-functional collaboration and influence rather than direct line authority, working across Global Operations, Country Partners, CoE, and IT to deliver end-to-end outcomes.

YOUR ROLES AND RESPONSIBILITIES

- Visionary: Owns and shapes the end-to-end S2P Service Management experience across regions, ensuring it is consistent, intuitive, and outcome-driven for business users and suppliers.
- Establishes a global experience management system: NPS/CSAT (ticket ratings), VOC themes, service insights, and enterprise action plans that translate feedback into measurable improvements.
- Champions Easy Buy / Easy Pay enablement through service design choices that reduce handoffs, clarify ownership and improve resolution quality.
- Provides enterprise narrative and direction on what great service looks like and how Service Management Country Cluster/SMCC contributes to S2P long-term outcomes

- Architect: Designs and runs the global service governance and operating cadence across all SMCC (performance reviews, escalation governance, quality routines, action plan tracking),



ensuring alignment to outcomes.
- Clarifies and enforces Work vs Home accountabilities (DSO model), ensuring role clarity and effective orchestration with capability Home Leads (OSM/ISM/VE) while avoiding duplicated ownership.
- Home Lead (people, capability, coaching)
- Work Lead (outcomes, prioritization, execution)
- Owns enterprise resource planning for the SMCC Work Lead network: demand/capacity outlook, peak management, skills coverage, and prioritization guardrails; triggers talent flow/coverage discussions with Home Leads as needed.
- Defines global standards for service quality and performance reporting (KPI definitions, dashboards, service review packs)

- Catalyst: Builds and drives the global Service Management transformation roadmap, translating service insights into prioritized initiatives with measurable benefits (efficiency, experience, stability).
- Leads enterprise service improvement using analytics to identify systemic drivers of rework, exceptions, and escalations then orchestrates cross-cluster resolution and prevention.
- Accelerates AI-first and digital enablement within SMCC: identifies high-value use cases (knowledge recommendations, auto-classification, root-cause patterning), defines adoption standards, and ensures responsible deployment in partnership with GPO, COE and IT
- Owns continuous improvement discipline and benefit realization tracking (Lean / process excellence mindset), ensuring improvements stick and scale globally

- Coach: Establishes a global SMCC community of practice, enabling peer learning,



best-practice replication, and consistent leadership behaviors across regions.
- Partners with capability Home Leads (OSM/ISM/VE) to recommend upskilling/reskilling priorities, especially in digital tools, automation, analytics, and AI literacy ensuring the service workforce remains future-ready.
- Reinforces coaching-through-influence leadership: decision quality, stakeholder partnering, structured feedback, and accountability culture

WHO YOU ARE
- Bachelor's degree in Business Administration, Finance, Supply Chain, Economics, or similar.
- Robust experience in GBS / Procurement operations / Ticket Management with E2E S2P exposure and proven ability to drive outcomes across functions.
- Strong working knowledge of key tools (e.g., ServiceNow (SNOW), SAP modules) and service analytics.
- Experience leading cross-functional stakeholders through influence (multi-region and multi-capability coordination).
- Experience leading or participating in any lean six sigma certifications
- Customer-focused mindset and strong stakeholder partnering orientation.
- Strong E2E understanding across invoicing, ordering, or content creation, including masterdata, and working exposure to others (enables balanced E2E decisions).
- Strong analytics and root-cause thinking: turning trends into prevention and measurable improvements.
- Ability to build shared goals and community ways of working across regions and functions.
- Ability to enable self-organization and outcome-based delivery aligned to Work Leader expectations and 90-day cycles.

Location: India : Karnataka : Bangalore || Philippines : National Capital : Taguig

Division: Enabling Functions

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Global Service Management Lead (Bengaluru)
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