GCM & Partner Delivery New Service Introduction Lead

Role Overview

• Act as the primary GCM & PD representative in all New Service Introduction (NSI) programs.
• Responsibilities include: Representing delivery and client management requirements in NSI concept and design phases.
• Ensuring new services are operationally viable, scalable, and aligned with delivery capabilities.
• Acting as the key interface between the Services business portfolio teams and delivery organizations.
• Lead the end-to-end readiness planning for the adoption of new services within GCM & Partner Delivery.
• Assessing delivery readiness across processes, workforce capabilities, tools, and governance.
• Defining the operational adoption strategy for new services.
• Coordinating readiness activities across delivery organizations and global hubs.
• Ensuring the required operational frameworks, roles, and delivery processes are defined prior to launch.
• Ensure all new services comply with the SLP governance framework and progress through the lifecycle stages successfully.
• Support the preparation and validation of NSI concept briefs, business cases, and service definitions.
• Drive the enablement strategy required to operationalize new services, including identifying required skills, roles, and workforce capabilities.

Requirements

• 6
• 10+ years of experience in enterprise services delivery, service portfolio management, or service operations
• Proven experience in introducing or operationalizing new services within a strong background in service lifecycle management, operational readiness, or delivery transformation
• Experience working in cross-functional environments involving product management, portfolio teams, and delivery organizations
• Strong understanding of service lifecycle management frameworks
• Strong understanding of new service introduction processes
• Strong understanding of services portfolio governance
• Strong understanding of delivery enablement and operational readiness
• Strong understanding of workforce capability planning and delivery scaling
• Strong understanding of services operations within global organizations
• Ability to influence senior stakeholders without direct authority
• Strong facilitation and coordination skills across global organizations
• Excellent stakeholder management across business, portfolio, and delivery teams
• Ability to drive alignment between strategy, portfolio innovation, and delivery execution
• Strong ability to translate service concepts into operational models
• Experience building business cases, resource plans, and operational readiness strategies
• Strong problem-solving and structured thinking capabilities
• Excellent written and verbal communication
• Ability to communicate effectively with executive leadership and operational teams
• Skilled in facilitating workshops, governance reviews, and cross-organizational initiatives
• Bachelor’s or Master’s degree in Business Administration, Engineering, IT, or related field
• Relevant certifications in project management, service management (e.g., ITIL), or portfolio management are considered an advantage

Benefits

• Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
• Personal & Professional Development We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
• Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.