GBS Americas Service Delivery Manager

How will you CONTRIBUTE and GROW? The GBS Americas Service Delivery Manager will report directly to the Global Service Delivery Sr. Manager. The main responsibility is to ensure that the Global Business Service Centre (GBSC) operates with an outcome-oriented mindset to deliver services efficiently and effectively in a highly collaborative and transparent manner. The GBS Service Delivery Manager will be responsible for the overall service management framework for GBS. In the context of Fit, the new organization, named Group Business Services Centers, will accelerate this evolution, operating as part of the Global Business Service function, integrated into a global organization. GBSC aims to significantly support and enable the Group transformation toward a simpler, streamlined and cost-effective organization by better leveraging best-in-class models, technologies, people and competencies. The ultimate goal is to boost efficiency and deliver outstanding and sustainable performance while maintaining a strong focus on customer centricity. GBS strives for excellence, adopting the best-in-class models to deliver value through simplification and standardization of processes, while adhering to internal controls and compliance requirements. Ensures consistent execution, including the use of common service management capabilities such as service catalogue, service level management, customer experience management, risk management and internal control. Work closely with peer Service Delivery Leads across other regions to co‑create and govern the One GBS Operating Model, unifying the Global Service Catalog, KPI frameworks, and Power BI dashboards for a consistent, best‑in‑class experience across regions. Drive a customer‑centric culture by fostering a "Service and Solutions" mindset within the team. Lead the regional adoption of CX metrics (NPS/CSAT) and use journey mapping to fix pain points. Promote and oversee CX training initiatives to elevate team service skills and business impact. Ensure and maintain long‑term and reliable relationships with GBSC stakeholders and business partners, conducting and following up on business partner satisfaction and aligning strategy opportunities. Plan and conduct end‑to‑end service performance meetings and activities on the tactical level, serve as a single point of contact for urgent escalations, and manage critical escalations requiring cross‑center and cross‑tower alignment. Set direction for overall reporting needs of GBSC, lead the development and management of initiatives associated with reporting. Maintain, analyse and report on organisational, customer, financial and operational metrics. Support change management for all service‑related formal agreements, including changes to service baselines, SLAs, OLA, and balanced scorecard. Assist GBS functions in managing and monitoring their service performance level. Ensure accurate and timely GBS service reporting across all towers, including internal and stakeholder service performance. Provide inputs to continuous improvement and organisation development activities for GBSC Americas. Support the management of the operational, customer, financial and employee performance of GBS. Primary custodian of the Service Catalogue for Americas – manage, maintain the service catalogue and coordinate with GBSC teams. Are you a MATCH? At least 5 years of experience in a major company in disciplines such as change management and project management roles. Business background in Shared Service centres is a plus. Bachelor’s degree in Business Management, HR, or related social/administrative science. Advanced level English proficiency. Ability to analyse and solve moderately complex problems; may create new solutions by leveraging or adapting existing methods and procedures. Good business awareness and understanding of key interfaces within a shared service organisation and its business functions (procurement, finance, HR, and IT/Digital). Essential. Ability to advise, persuade and influence people professionally and effectively. Extensive knowledge, experience and understanding of delivering high quality and cost‑effective business processes. Ability to lead a team to work effectively and collaborate as part of a wider, multidisciplinary team to deliver common objectives. Contribute to a positive work environment that influences high employee engagement. Advanced proficiency in Big Data Analytics, Metrics and Predictive Analytics, Operations Management, Service Level Agreement, Quality and Process Improvement, Issue Management, Service Change Management and Scope Management. Our Differences make our Performance. At Air Liquide, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world. We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organisation opens up opportunities for people to express their talent, both individually and collectively, and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world. #J-18808-Ljbffr