Director, GBS Digital Operations & Orchestration

The Opportunity 

We are developing a new Global Business Services (GBS) operating model. In this model, GBS functions as an enterprise orchestration and delivery layer, rather than a conventional shared services organization. This role is a vital senior leadership position in bringing that model to life. 

The Director, Digital Operations & Orchestration is responsible for designing, building, and continuously evolving the enterprise execution layer that enables next-generation Global Business Services (GBS). This position converts strategy into planned activities, guaranteeing new services, capabilities, and process upgrades are effectively carried out within GBS and delivered with consistency, speed, and quality. After initial rollouts, this position acts as the steady advocate for transformation, supporting continuous progress, integrating broader scope, and steering the organization toward enterprise targets. 

What You Will Do 

Program & Transformation Execution 

• Manage the full delivery of GBS transformation initiatives throughout the entire process 

• Convert strategy into organized plans, schedules, and outcomes 

• Drive execution rigor across complex, cross-functional programs 

• Ensure delivery against achievements, scope, and intended outcomes 

Continuous Transformation Pipeline Management 

• Own and manage a rolling portfolio of transformation and improvement initiatives 

• Partner with GBS leadership to prioritize and sequence initiatives based on business value 

• Maintain a steady pipeline of new scope transitions, process improvements, and capability enhancements 

• Ensure GBS remains in a continuous evolution cycle—not a one-time transformation 

Transition & Expansion of Scope 

• Lead the onboarding of new services, geographies, and processes into GBS 

• Build and complete transition plans for additional work migration 

• Ensure consistency with GBS operating model and standards 

• Prevent the return to previous methods during growth 

Continuous Improvement (CI) Program Leadership 

• Manage detailed continuous development projects within GBS services 

• Coordinate with the Digital Operations and Coordination group to pinpoint opportunities, plan tasks, and propose upgrades 

• Ensure improvements are clearly prioritized, accomplished with rigor, and realized in measurable outcomes 

Dependency & Risk Management 

• Identify and actively manage risks, dependencies, and cross-functional interlocks 

• Maintain access to critical path activities 

• Advance and resolve issues proactively 

Collaborator Coordination 

• Act as the main program coordinator for Finance, HR, IT, Operations, and the Enterprise Transformation Office/PMO 

• Ensure agreement on scope, timing, dependencies, and approach to execution 

• Work closely with the Change Management Office to guarantee alignment on enterprise priorities and sequencing 

• Integrate into broader transformation governance and reporting structures 

• Facilitate decision-making, resolve cross-functional issues, and maintain momentum across initiatives 

Execution Governance & Reporting 

• Establish and run pragmatic, lightweight governance structures 

• Track progress, risks, and value delivery 

• Provide clear, structured reporting to leadership and steering committees 

Debut, Stabilization & Handoff 

• Ensure successful debut of initiatives 

• Coordinate stabilization and issue resolution 

• Assign responsibility to service leads and the Head of Digital Operations & Orchestration 

• Ensure clear accountability and no gaps post-transition 

What You Own 

• Transformation and transition planning and implementation 

• Coordinated roadmaps, achievements, and risk management 

• Cross-functional coordination and delivery rigor 

• Consistent stream of GBS changes and improvements 

• Program governance, execution rigor, and reporting 

What We’re Looking For 

Experience 

• 12–18+ years across digital operations, automation, or enterprise transformation 

• Demonstrated ability to drive enterprise change without formal authority 

• Proven experience building workflows, orchestration, or automation from scratch 

• Hands-on experience with tools such as ServiceNow, Power Platform, UiPath, or similar 

• Experience working across multiple enterprise functions (Finance preferred) 

Skills & Attributes 

• Strong systems and decision-design thinking 

• Builder approach; comfortable working in ambiguity 

• Ability to translate strategy into executable flows 

• Clear communicator who can hold firm boundaries 

• Open to questioning traditional methods of operation 

Why This Role 

This role shapes how work is accomplished across the enterprise - reducing manual effort, unnecessary blocking issues, and inconsistency through intentional orchestration and automation. If you enjoy building things that didn’t exist before and designing how work should happen at scale, this role offers rare scope and impact!