GBS Engagement & Service Management Lead

The Engagement & Service Management (E&SM) team within GBS is focused on positioning GBS as a strategic partner to the business by designing and delivering integrated, outcome‑driven solutions. Operating through dedicated OneGBS Pods, the team partners closely with functional leaders to translate enterprise priorities into coordinated execution across analytics, process improvement, program management, operations, and digital enablement. As a GBS Engagement & Service Management Lead, you will play a critical role in shaping how GBS engages with the business and delivers measurable value at scale.

Where you come in:

• You lead a OneGBS approach for a major functional domain (e.g., Go-to-Market strategy, Commercial Sales & Operations), acting as the primary engagement and delivery lead for that domain portfolio.
• You partner directly with senior functional stakeholders and GBS leaders to understand strategic priorities, OKRs, and key pain points.
• You build strong, trust-based relationships with stakeholders and guide them on strategic frameworks and service management best practices, ensuring consistent, high-quality outcomes that strengthen confidence in GBS performance.
• You develop and maintain a GBS engagement and impact plan and roadmap, aligning initiatives to business outcomes and value creation.
• You lead cross-functional GBS teams (BI, CI/OpEx, PMO, Operations, Digital) to design and deliver integrated, end-to-end solutions.
• You lead initiatives that improve transparency, compliance, and service quality.
• You identify and address performance gaps and risks, ensuring timely resolution and long-term improvement.
• You build business cases and value stories that clearly articulate revenue enablement, margin improvement, experience uplift, and risk reduction.
• You establish and run pod governance, including regular interlocks, performance reviews, and prioritization discussions with stakeholders.
• You ensure smooth handover to operations and ongoing performance management with clearly defined SLAs, KPIs, and accountable owners.
• You manage and coach a small team of Senior Business Analysts, developing capability and building a strong internal pipeline for future leaders.

• You bring 10+ years of experience in GBS, management consulting, or functional leadership roles within Commercial or Sales, with exposure to go-to-market strategy, product strategy, or new product introduction.
• You have a demonstrated track record of leading cross‑functional transformation initiatives and delivering quantifiable business value.
• You are a strong strategic thinker and problem solver, able to translate enterprise priorities into focused execution.
• You communicate with confidence at the executive level, influencing across functions without direct authority.
• You have experience operating in complex, global, matrixed environments and navigating competing priorities.
• You are comfortable making data‑driven decisions and partnering closely with BI and analytics teams.
• You lead with an enterprise mindset, balancing functional needs with broader GBS and company objectives.

Nice to have

• You would ideally bring experience in MedTech or another highly regulated industry.
• You are comfortable or have some experience working with analytics, performance metrics, and insight-driven decision-making.
• You may also demonstrate strong learning agility, a stakeholder-focused mindset, and the ability to build trust across diverse teams.

• A comprehensive onboarding and training on the job.
• Opportunity to work in a diverse and inclusive environment with colleagues representing 51 different nationalities.
• 5 additional vacation days, with potential for more for parents, students, and other cases with approval.
• Opportunity to work from other countries for up to 30 days per year.
• Health Insurance including reduced premiums available for dependents.
• Life and Accident insurance coverage.
• 3rd Pillar Private Pension plan.
• Health and Wellness programs, including access to online coaching and therapy sessions
• Fertility, Family forming, Menopause and Men’s health support services.
• Regular team-building events that foster collaboration and connection.
• Best-in-class training and career development programs.
• Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
• Access to a fitness tracking app with rewards for staying active.
• Free parking space at the city center office location.