Job description
Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Major Job Responsibilities
Lead IDS performance governance, including development and ownership of scorecards covering revenue, margin, utilization, SLA adherence, and delivery quality.
- Drive structured monthly and quarterly performance reviews and ensure follow-through on corrective actions.
- Partner with commercial, finance, and delivery leaders to improve customer-level performance and profitability.
- Establish and standardize enterprise dashboards to enable data-driven decision-making across IDS.
- Lead utilization governance and forward-looking capacity planning aligned to pipeline and customer demand.
- Partner with HR and business leaders to develop workforce planning and resource optimization models.
- Champion PPI initiatives and lead high-impact continuous improvement efforts across IDS processes.
- Translate IDS strategic priorities into operational roadmaps with defined milestones and accountability.
- Identify and mitigate enterprise-level operational risks impacting delivery or financial performance.
Job Knowledge
- Strong knowledge of operational performance metrics, financial drivers, and service delivery models.
- Working expertise in data analytics, reporting tools, and enterprise dashboard development.
- Knowledge of Lean, Six Sigma, or PPI methodologies.
- Understanding of workforce planning and utilization management in a services environment.
Job Complexity
- Operates in a global, matrixed organization requiring alignment across multiple functions.
- Manages complex performance issues with cross-functional impact.
- Balances short-term operational needs with long-term strategic objectives.
- Exercises independent judgment in prioritizing initiatives and resolving performance challenges.
Supervision Received / Freedom to act
- Reports to the IDS Leader and operates with a high degree of autonomy.
- Establishes priorities aligned to IDS strategy and leads execution with limited day-to-day oversight.
- Accountable for delivering measurable performance improvements across IDS.
Interactions / Business Relationships
- Active member of the IDS Leadership Team.
- Partners closely with Commercial, Finance, HR, Enterprise Data, and Delivery leaders.
- Influences stakeholders at senior manager and director levels across the organization.
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