Head of Operations – Global Business Services (Hybrid, Multiple Locations)

Company Description

Work with Us. Change the World.

At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.

There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.

We're one global team driven by our common purpose to deliver a better world. Join us.

Job Description

The Head of Operations is responsible for ensuring the consistent, scalable, and high-performing delivery of GBS services across all global hubs. This role oversees operational performance, service governance, continuous improvement, employee experience at delivery centers, and internal communications. The Head of Operations manages four key areas: Service Management, Operational Excellence, Center Leadership, and GBS Communications.

This position will offer flexibility for hybrid work schedules to include both in-office presence and telecommute/virtual work to be based from a variety of AECOM office locations.

Core Responsibilities:

Service Management

• Lead the global service management function to ensure alignment across towers and regions.
• Maintain and enhance the GBS service catalog, SLAs, escalation framework, and service governance.
• Monitor and report on service-level performance and customer feedback.
• Drive resolution frameworks, incident management, and root cause analysis.
• Partner with towers, IT, and PMO to ensure smooth onboarding of new services and modifications to existing ones.
• Operational Excellence (Continuous Improvement)
• Own the GBS-wide CI strategy, Lean Six Sigma program, digitization, and productivity initiatives.
• Manage CI Tower Leads and dotted-line Ops Excellence experts.
• Define and execute the CI roadmap in coordination with GPOs and functional leaders.
• Standardize CI methodologies, run Kaizen events, coach teams, and track ROI on improvements.
• Foster a culture of problem-solving, operational discipline, and performance accountability.

Center Leadership

• Directly manage Center Leads in India, Bucharest, and Manila.
• Drive center-level efficiency, including workspace, support services, and local operations.
• Oversee workplace experience, security, Business Continuity, disaster recovery, local compliance, and site governance.
• Champion the employee experience and value proposition at each center.
• Ensure a consistent and high-quality experience for customers and stakeholders.

GBS Communications

• Lead internal GBS communications, ensuring alignment, clarity, and engagement.
• Manage or coordinate with a GBS Communications Lead/team where applicable.
• Develop and deliver messaging related to strategy, change initiatives, organizational updates, and service awareness.
• Coordinate leadership communications, newsletters, and key campaigns globally.
• Ensure tone, branding, and messaging consistency across all GBS regions and functions.

Key Success Metrics:

• SLA attainment, customer satisfaction (NPS or CSAT), and target achievement .
• CI adoption rate, value realization.
• Center operational metrics (efficiency, engagement, security compliance).
• Communication reach, engagement, and feedback effectiveness.

Qualifications

Minimum Requirements:

• BA/BS plus at least 14 years of relevant experience in GBS, shared services, or operational leadership roles with a global scope, or demonstrated equivalency of experience and/or education, including at least 6 years of leadership experience 
• Proven ability to lead multi-site operations and cross-functional teams.
• Experience in Lean Six Sigma, digitization initiatives and service management frameworks.
• Strong leadership in communications, change management, and stakeholder engagement.
• Ability to operate across global time zones and travel occasionally as needed.

Preferred Qualifications:

• MBA
• Experience within similarly large, complex, global organizations

Additional Information

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