Director-Services & Capabilities, Performance & Insights

Director – Services & Capabilities, Performance & Insights | GUA | GSW | QRO | Other locations

The Director – Services & Capabilities, Performance & Insights operates as a core leadership role within Enabling Capabilities and serves as the enterprise point of integration for understanding and improving MGS performance.

The role goes beyond producing dashboards or reporting service metrics. It establishes the management system through which MGS leaders understand whether services and capabilities are delivering expected outcomes, where performance is deviating and where leadership intervention is required.

The position leads a team of performance, service-management, analytics and insights professionals and is accountable for building both the capability and the talent required to support an increasingly data-driven MGS organization.

The role operates primarily through influence, transparency and fact-based insights. It must be able to challenge service and functional leaders constructively, distinguish symptoms from root causes and convert complex information into clear recommendations and actions.

The role works closely with:

• MGS Leadership Team and Functional leaders.
• MGS Service and Capability Owners.
• SCDT Global Process Owners and service-line leaders.
• Portfolio, Demand & Value Realization.
• Process, Automation & Productivity.
• Digital Technologies and Data & Analytics teams.
• Finance and Strategy teams.
• Segment and business stakeholders.
• Customer and associate experience teams.
• Risk, Controls and Governance teams.
• External strategic and service partners.

The Director must create visibility across organizational boundaries and enable a common understanding of performance across MGS. This requires balancing global consistency with the specific needs of different services, capabilities, Functions and Segments.

The role operates globally across multiple geographies and time zones and has significant exposure to senior leaders, requiring strong executive presence, analytical judgment and the ability to influence decisions in a highly matrixed environment.

Key Responsibilities:

• Lead the Services & Capabilities Performance and Insights capability, defining its strategy, establishing the enterprise framework, governance, standards and operating model, and multi-year roadmap.
• Champion Enabling Capabilities within MGS, leading the organization to maturity and a strong experience with Enabling Capabilities.
• Lead, develop and inspire a high-performing team responsible for service performance, insights, analytics, reporting and performance-management capabilities.
• Establish an integrated performance-management framework across MGS services and capabilities, providing a consistent view of outcomes, operational performance, service health and value.
• Define and evolve enterprise performance standards, measures, KPIs, service-level indicators and management routines aligned with MGS strategic priorities.
• Create transparency on how MGS services and capabilities are performing across Functions, Segments, markets and geographies.
• Develop a trusted and integrated source of performance information, reducing fragmented reporting and enabling leaders to operate from consistent data and definitions.
• Shift performance management from retrospective reporting toward actionable and predictive insights, identifying trends, risks and opportunities before they materially impact business outcomes.
• Translate complex operational, financial, experience, and service data into clear executive insights and recommendations.
• Lead performance reviews with MGS leadership and service owners, focusing discussions on outcomes, root causes, decisions and actions rather than reporting alone.
• Partner with service and capability owners to identify performance gaps, establish improvement plans and track progress against agreed outcomes.

Job Specifications/Qualifications:

• Bachelor’s degree in Business Administration, Finance, Engineering, Technology, Data & Analytics, Operations Management or a related discipline required.

• MBA, Master’s degree or equivalent advanced qualification strongly preferred.

• Professional qualifications in Service Management, Analytics, Lean, Six Sigma or related disciplines are advantageous.

• ITIL, Lean Six Sigma, Agile or equivalent service and performance-management certifications are beneficial.

• Extensive senior leadership experience in service performance, business performance, analytics, insights, operations, shared services or enterprise transformation within a global organization.

• Demonstrated experience building and leading high-performing teams, including senior professionals and multidisciplinary capabilities.

• Strong experience designing and implementing enterprise performance-management frameworks, KPIs, service measures and executive governance.

• Proven ability to translate complex data into actionable business insights, recommendations and leadership decisions.

• Strong understanding of service management, operational excellence, performance analytics and continuous improvement.

• Experience integrating operational, financial, experience and value measures to provide an end-to-end view of organizational performance.

• Experience with analytics, dashboards, automation and increasingly predictive approaches to performance management.

• Strong understanding of data governance, measurement consistency and performance-data quality.

• Demonstrated ability to influence and constructively challenge senior executives and service owners in a global matrixed organization.

• Strong business and financial acumen, with the ability to connect service performance to cost, productivity, customer experience, risk and enterprise value.

• Experience in Global Business Services, shared services or large-scale multifunctional service organizations strongly preferred.

• Excellent executive communication, storytelling, facilitation and stakeholder-management skills.

• Fluency in English required; additional languages are advantageous.

• Additional Requirements:

• Ability to operate effectively in a fast-paced, highly matrixed and continuously evolving global environment.

• Ability to analyze and synthesize large volumes of complex operational, financial and performance information.

• Ability to maintain sustained concentration and judgment while managing multiple strategic priorities and executive stakeholder demands.

• Ability to lead teams through ambiguity, organizational change and evolving business requirements.

• Ability to influence, challenge and facilitate difficult performance conversations with senior stakeholders.

• Ability to operate across multiple geographies and time zones, including occasional early-morning or evening engagements.

• Domestic and international travel may be required.

• No routine requirement for significant physical lifting; standard office mobility requirements apply.

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