Global SDM Lead

<p>Unilabs is implementing a <strong>Global Shared Services Centre (GSSC)</strong> to centralise core IT services while retaining essential in‑country capabilities aligned to regulatory, business, and operational needs. </p><p>The Global Service Delivery Manager (GSDM) holds end‑to‑end accountability for service delivery across all markets, ensuring that the GSSC operates effectively, consistently, and in alignment with business expectations.</p><p>This role provides global operational leadership and governance, ensuring standardisation of services, performance management, and continuous improvement while managing a distributed network of In‑Country Service Delivery Managers.</p><p>The GSDM acts as the primary owner of service outcomes across regions, bridging global service towers, the GSSC, and country operations. </p><p>The GSDM acts as the primary owner of service outcomes across regions, bridging global service towers, the GSSC, and country operations </p><p></p><p><strong>Key Responsibilities</strong></p><p><strong>1. Global Service Delivery Ownership</strong></p><ul><li>Accountable for end‑to‑end service performance across all countries.</li><li>Owns global service KPIs, SLAs, and XLAs and ensures consistent measurement and reporting.</li><li>Ensures alignment between service delivery and business priorities across regions.</li><li>Provides executive‑level visibility on service performance, risks, and improvement actions.</li></ul><p> </p><p><strong>2. GSSC Governance &amp; Operational Leadership</strong> </p><ul><li>Defines and enforces global service governance frameworks, processes, and standards.</li><li>Oversees the performance of GSSC delivery teams and global service towers.</li><li>Ensures consistent execution of ITSM processes across all markets.</li><li>Drives operational discipline, standardisation, and scalability within the GSSC</li></ul><p></p><p><strong>3. Leadership of In‑Country Service Delivery Managers</strong> </p><ul><li>Leads and manages the ICSDM community across all markets.</li><li>Provides direction, priorities, and performance management for in‑country SDMs.</li><li>Ensures consistent application of the operating model, roles, and responsibilities.</li><li>Acts as the escalation point for country‑level service delivery issues.</li></ul><p> </p><p><strong>4. Service Transition &amp; Transformation</strong></p><ul><li>Owns global oversight of service transition into the GSSC model, ensuring consistency across countries.</li><li>Ensures transition methodologies, governance, and quality gates are applied effectively.</li><li>Tracks transition progress, risks, and dependencies across markets.</li><li>Drives stabilisation and performance improvement post‑transition.</li></ul><p></p><p><strong>5. Incident, Problem &amp; Escalation Management</strong> </p><ul><li>Owns governance for major incident and problem management across all markets.</li><li>Ensures effective coordination between global teams, GSSC, and countries during incidents.</li><li>Provides executive oversight for critical incidents and service disruptions.</li><li>Ensures systemic issues are addressed through structured problem management</li></ul><p> </p><p><strong>6. Change &amp; Release Governance</strong></p><ul><li>Oversees global change and release governance impacting multiple countries.</li><li>Ensures changes are assessed for cross‑market impact, dependencies, and risks.</li><li>Aligns with global architecture, security, and platform strategies.</li><li>Ensures coordination between GSSC, global teams, and country stakeholders.</li></ul><p></p><p><strong>7. Supplier &amp; Partner Management (Global)</strong> </p><ul><li>Provides oversight of strategic suppliers delivering global services.</li><li>Ensures supplier performance aligns with contractual commitments and service targets.</li><li>Drives standardisation of supplier management practices across markets.</li><li>Works with procurement and leadership on global sourcing strategies </li></ul><p> </p><p><strong>8. Continuous Improvement &amp; Service Optimisation</strong> </p><ul><li>Leads global initiatives to improve service quality, efficiency, and user experience.</li><li>Uses performance data to drive optimisation and cost efficiency.</li><li>Identifies opportunities for further centralisation, automation, and standardisation</li></ul><p> </p><p><strong>9. Stakeholder &amp; Executive Engagement</strong> </p><ul><li>Acts as the global service delivery representative to senior IT leadership and business stakeholders.</li><li>Provides clear communication on service performance, transformation progress, and risks.</li><li>Aligns with Market CIOs to ensure business needs are met through the GSSC model.</li></ul>