Global Performance Management Lead – Services Operations

About the Role

The role monitors and governs global performance for the full Service Operations organization, leading the design, implementation, and governance of a global performance management system. It focuses on driving continuous improvement, safety, quality, responsiveness, and overall operational efficiency across all zones using strong analytics. Key responsibilities include defining and tracking KPIs through global dashboards, leveraging data analysis to uncover gaps, collaborating with transformation experts and regional leaders to address root causes, and consolidating performance across three regions for executive review. The incumbent will translate complex data into clear executive narratives, drive predictive performance management with trend and root‑cause analysis, and execute strategic initiatives to optimize operational performance. The role also designs SPS audits and AEP processes, builds a cost‑to‑serve model for transparency, and enhances performance management covering safety, quality, responsiveness, and operational KPIs. It acts as a senior advisor to senior leadership, influencing global operational strategies and performance decisions. • Design, implement, and govern a global performance management system for Service Operations. • Define, track, and report KPIs via global dashboards covering orders, sales, gross margin, and continuous improvement metrics. • Analyze data to identify performance gaps, conduct root‑cause analysis, and drive predictive management using trend analysis and automation. • Collaborate with global transformation experts and regional leaders to develop action plans and oversee SPS audits and AEP processes. • Consolidate performance data across three regions for executive review and translate findings into clear decision‑ready insights. • Lead strategic initiatives and transformation projects to enhance safety, quality, responsiveness, and overall operational efficiency. • Build and maintain a cost‑to‑serve model to support transparent operational governance. • Advise senior leadership (SVP Services Strategy, Services Commercial, etc.) on service performance and experience trends.

Key Responsibilities

• ▸performance management
• ▸kpi dashboards
• ▸data analysis
• ▸cost model
• ▸sps audits
• ▸strategic projects

What You Bring

Required education includes a master’s degree in business, operations, analytics, or technology management, complemented by professional certifications such as Lean Six Sigma Black Belt, PMP/Agile/SAFe, and service experience credentials. Candidates need 10‑12 years of service operations experience in a technology environment, deep expertise in performance management frameworks, strong analytical and financial acumen, and the ability to link metrics to business outcomes. Advanced stakeholder influence, executive communication, and change‑leadership skills are essential. Technical skills include proficiency with analytics, BI tools, dashboards, and performance reporting, as well as commercial awareness of various service delivery models (in‑house, outsourced, hybrid). • Hold a master’s degree (MBA, MSc in Operations, Analytics, or Technology Management) and relevant certifications (Lean Six Sigma Black Belt, PMP/Agile/SAFe, Service Experience). • Possess 10‑12 years of service operations experience, strong analytical and financial acumen, and expertise in performance management frameworks. • Demonstrated executive‑level communication, stakeholder influence, and change leadership abilities. • Proficient with analytics, BI tools, dashboards, and linking performance metrics to business outcomes.

Requirements

• ▸master’s
• ▸six sigma
• ▸pmp
• ▸10‑12 years
• ▸analytics
• ▸bi tools

Work Environment

Hybrid