GBS Americas Service Delivery Manager

GBS Americas Service Delivery Manager page is loaded## GBS Americas Service Delivery Managerlocations: Argentina, Munrotime type: Full timeposted on: Posted 2 Days Agotime left to apply: End Date: April 5, 2026 (30+ days left to apply)job requisition id: R 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 and will operate as a part of Global Business Service function, integrated into a global organization. GBSC aims to significantly support and enable the Group transformation towards 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 keeping astrong 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 (SDLs) across other regions to co-create and govern the One GBS' Operating Model. This involves unifying the Global Service Catalog, KPI frameworks, and Power BI dashboards to ensure a consistent, 'best-in-class' experience regardless of the region.* ## 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. Also, promote and oversee CX training initiatives to help the team elevate their service skills and business impact.* ## Ensures and maintains long-term and reliable relationships with GBSC stakeholders and business partners, conducts and follows up on business partner satisfaction as well as understands affiliate needs and aligns strategy opportunities.* ## Plans and conducts end-to-end service performance meetings and activities on tactical level, serves as a single point of contact for urgent escalations (general service delivery issues addressed in tactical and operational service governance meetings) as well as manages and supervises critical escalations that need cross-center/cross-tower alignment.* ## Sets direction for overall reporting needs of GBSC, leads the development and management of initiatives associated with Reporting.* ## Maintain, Analyse and Report Organisation, Customer, Financial and Operational Metrics* ## Support change management to all service-related formal agreements. This includes changes to service baseline, service level agreement(s), operational level agreement(s), and balanced scorecard.* ## Assists GBS Functions in managing and monitoring their service performance level.* ## Ensures accurate and timely GBS service reporting across all towers, including internal and stakeholder service performance.* ## Provide inputs to continuous improvement and organisation development activities GBSC AMERICAS* ## Support the management of the operational, customer, financial and employee performance of GBS* ## Primary custodian of Service Catalogue for AMERICAS - manage, maintain service catalogue and coordinate with GBSC teams.## \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_## * ## At least 5 years experience in a major company in disciplines such as change management and project management roles. Business background in Shared Service centers will be a plus.* ## Bachelor’s degree in Business Management, HR, or a relate social/administrative science* ## Advance level of English is required.* ## Requires analysis and solving of moderately complex problems. May create new solutions, leveraging and, where needed, adapting existing methods and procedures.* ## Good business awareness and understanding of key interfaces within a shared service organisation and its business functions as Procurement, Finance, HR and IT/Digital is considered essential.* ## Ability to advise, persuade and influence people in a professional and effective manner.* ## 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, 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 build 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 organization 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.A world leader in gases, technologies and services for Industry and Health. Through the passion and diversity of its people, Air Liquide leverages energy and environment transition, changes in healthcare and digitization, and delivers greater value to all its stakeholders. Join us for a stimulating experience: you’ll find a world of learning and development opportunities where inventiveness is at the heart of what we do, in an open, collaborative and respectful environment.****Discover what your professional journey at Air Liquide could be** ******We want to ensure a safe experience for everyone interested in joining Air Liquide. Please be aware of fraudulent job offers that are circulating, falsely using the Air Liquide name and brand. These scams often involve individuals or organizations impersonating Air Liquide recruiters or employees through fake emails, social media, and websites. They may attempt to request personal information or, critically, ask for payment for various reasons like application fees, training, or visa processing. **Please be advised that Air Liquide and our authorized recruitment partners will never ask you for money at any stage of the recruitment process.**You may verify job postings through our official global at any time. If you receive a suspicious job offer or request for payment/sensitive data, we strongly advise that you do not respond or click on any links. We encourage you to verify the source carefully and only interact through our official channels. We appreciate your interest in Air Liquide and are committed to combating these fraudulent activities to protect job seekers. If you wish to report an incident, please contact us via this#J-18808-Ljbffr