About the Role

We are looking for an experienced and transformational Global Head of Service & Operations Management to help shape and strengthen the operating framework for our Global Business Services organization.

This is a global leadership role responsible for creating the standards, governance and operating disciplines that enable consistent and scalable service delivery across GBS.

The role will have end-to-end ownership of the GBS process taxonomy, knowledge management framework, SOP and process-documentation standards, service-management framework and Delivery-to-Global Process Owner governance.

A key part of the mandate will be connecting the realities of day-to-day GBS operations with our Global Process Owners, ensuring that insights from Delivery systematically influence process standardization, simplification and future-state process design.

Key Responsibilities

Global Process Taxonomy

- Own and govern the end-to-end GBS process taxonomy across Finance, HR, Payroll, Middle Office and other GBS services.
- Establish a consistent global hierarchy across processes, sub-processes, activities and tasks.
- Create a common process language across functions and delivery locations.
- Ensure clear alignment between process taxonomy, service catalog, process ownership, SOPs, controls and performance measures.
- Partner with Global Process Owners to ensure taxonomy remains aligned with global process design.

Knowledge Management & Documentation

- Establish and own the global GBS Knowledge Management framework.
- Define common standards and templates for SOPs, desktop procedures, work instructions, process maps, knowledge articles and operational playbooks.
- Build strong governance around documentation ownership, approval, version control, periodic reviews and retirement.
- Ensure process knowledge is institutionalized, easily accessible and sustainable, reducing dependency on individual or local knowledge.
- Establish and maintain a comprehensive repository of GBS process documentation.

The proposed organization specifically identifies comprehensive SOP, desktop-procedure and process-documentation management as a core responsibility of Service & Operations Management.

Delivery-to-Global Process Owner Governance

- Serve as the critical bridge between GBS Delivery Operations and Global Process Owners within the GBS Services organization.
- Establish structured mechanisms to capture and synthesize operational insights from Delivery.
- Provide Global Process Owners with fact-based insights covering process pain points, recurring operational issues, process deviations, control gaps and opportunities for standardization and simplification.




- Translate Delivery experience into a prioritized pipeline of process-improvement opportunities.
- Support Global Process Owners with operational input when defining and evolving future-state global processes.
- Ensure approved global process changes are effectively translated into Delivery standards, SOPs and operational practices.
- Our operating philosophy is simple: Global Process Owners define what the process should be; this role ensures that Delivery experience informs that design and that agreed standards are embedded consistently across operations.

Process Standardization & Harmonization

- Drive greater process consistency and harmonization across GBS functions and geographies.
- Identify unnecessary local variations while recognizing legitimate regulatory, statutory and market-specific requirements.
- Partner with Global Process Owners and Continuous Improvement teams to translate global process designs into operational standards.
- Drive disciplined adoption of approved standards across GBS Delivery.
- Process standardization and harmonization are part of the proposed Service & Operations Management mandate.

Service Management & Operating Standards

- Establish an integrated service-management framework connecting:

Service Catalog → Process Taxonomy → SOPs → Controls → KPIs/SLAs → Knowledge
- Establish transparent standards for service definitions, scope, ownership and operational responsibilities.
- Ensure changes to services and processes are consistently reflected in relevant operational documentation.
- Create governance mechanisms that enable global consistency while retaining necessary local flexibility.

Continuous Improvement & Operational Insights

- Establish a disciplined process for converting operational experience into sustainable improvement:

Delivery Insight → Root Cause → GPO Review → Process Decision → Updated Standard/SOP → Deployment → Adoption
- Capture insights from operational reviews, root-cause analysis, incidents and stakeholder feedback.
- Partner closely with Continuous Improvement and AI teams to identify opportunities for process simplification, automation and transformation.
- Help ensure recurring operational issues result in structural improvements rather than repeated tactical fixes.





Key Stakeholder Relationships The successful candidate will collaborate extensively with:

- Global Process Owners
- Global GBS Delivery Leadership
- GBS Site and Operations Leaders
- Continuous Improvement, AI & Learning
- BI, Reporting & Data
- Internal Controls & Compliance
- Delivery FP&A;
- Technology and other enterprise functions

What Success Looks Like

Success in this role will mean:

- A clearly defined and consistently adopted global GBS process taxonomy
- Comprehensive, current and well-governed SOPs and process documentation
- A mature and accessible global knowledge-management environment
- Reduced unnecessary process variation across delivery locations
- Effective two-way governance between Delivery and Global Process Owners
- Faster translation of operational insights into process improvements
- Stronger adoption of global standards across GBS
- Reduced recurrence of operational issues caused by process or documentation gaps

Candidate Profile

We are looking for a senior GBS/Shared Services professional who combines strong operational experience with process discipline and enterprise-level thinking. The ideal candidate will bring:

- Significant leadership experience within a global GBS, Shared Services or complex service-delivery environment
- Strong understanding of end-to-end service and process management
- Demonstrated experience establishing process taxonomies, knowledge-management frameworks and SOP/documentation standards
- Experience working with Global Process Owners and translating operational requirements into global process improvements
- Exposure to Finance, HR, Payroll and/or Middle Office operations
- Strong understanding of process standardization, harmonization and continuous improvement
- Experience operating across multiple countries and delivery locations
- Strong stakeholder management and influencing capability within a matrixed global organization
- Ability to balance global consistency with legitimate local business and regulatory requirements
- A pragmatic, outcome-oriented approach with the ability to turn standards and frameworks into sustainable operational practices

Why This Role Matters

- This is not simply a documentation or service-management position.
- It is an opportunity to build the operating backbone of a global GBS Delivery organization, connecting process architecture, operational knowledge, service standards and frontline Delivery insights into one coherent framework.
- The successful candidate will play a pivotal role in moving GBS toward a more standardized, scalable, knowledge-driven and continuously improving global delivery model.

📌 Global Head of Service & Operations Management, GBS (Bengaluru)
🏢 The Adecco Group
📍 Bengaluru