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Business Service Centre Head Ref. No: 7447

A global technology company focussed on designing and manufacturing highly innovative products across its market sectors. This company continues to have rapid global growth and is looking for ambitious and forward thinking individuals to join a newly established Global Business Service Centre in Cracow that forms part of the future operating model.  This role reports into the Director of GBS.

Region: Kraków, małopolskie


  • People leadership in fast moving organisations.  Comfortable with complexity and ambiguity including decision making when information is limited
  • Inspires confidence, takes ownership and can work across boundaries
  • Ability to drive performance, improvements and action orientated
  • A self starter who acts with courage
  • Clear communicator at all levels from junior level to C suite
  • Experience in setting up and running a Global Business Service centre with complex scope
  • Understanding and shaping industry trends for Business Services
  • Track record in process improvement, standardisation, digitalisation and excellence in customer service
  • Ability to communicate effectively at all levels of the organization
  • Management and leadership skills
  • Strong organizational and analytical skills
  • Strong communication and influencing skills
  • Fluent English skills


Leadership, Relationships and Strategy:

  • Leadership and direction of the Centre that will be the first part of a wider GBS strategy
  • Translate the global GBS strategy to objectives and ambitions for the Centre to execute and enhance
  • Contributing to and support development of the overall Strategy for GBS, strategic plans and budgets
  • Managing delivery of growth plans for the centre
  • Ensuring collaboration with other Centres around the globe and any third party services partners
  • Close working relationships with GPOs and functional leads around the world
  • Developing relationships with Market, Regional and Group leaders in the stakeholder group

 People and Culture:

  • Building a new, high calibre teams capable of delivering GBS ambition with an engaging vision of the future of the Centre
  • Culture carrier for the new centre working with GBS leadership to set and grow the culture & values within the GBS organisation
  • Be accountable for Employee Engagement and level of satisfaction of employees working in the centre, including managing responsibly levels of attrition
  • Set the centre’s training and development programmes

 Establish and Grow the Centre:

  • Managing and delivering Transition plan of the new scope coming to the Centre
  • Working with construction team to design and fit out the centre
  • Showcase capabilities of the centre to potential new stakeholders interested in moving new scope to the centre
  • Identifying opportunities to deliver new value-added services and enhance business results through services provided by the centre
  • Use external networks to develop thinking

 Transition of processes:

  • Participating in detail design of processes moving to the centre
  • Oversee transition ensuring work is transitioned timely and in line with expectations
  • Ensuring effective stabilisation of processes in the centre
  • Be prepared for the movement of additional services

 Change and Transformation:

  • Cuts through complexity and pinpoints the core issues
  • Adapts plans to meet changing priorities modelling a positive attitude to change
  • Working with process owners, functional global leads and market teams to drive end to end service delivery transformation and standardisation
  • Embedding change in the Centre by providing clear and strong leadership messages and behaviours
  • Supporting delivery of large transformation programmes within the centre by facilitating alignment of resources needed to deliver the expected outcomes

Governance, Service Delivery and Stakeholder Management:

  • Motivates the team to raise the performance bar and self regulate team performance
  • Demonstrate an uncompromising commitment to quality and continuous improvement
  • Managing cross functional escalations
  • Managing  key senior stakeholders needs, measure and strive to continuously improve their level of satisfaction with services delivered by the centre
  • Partnering with the Centre’s delivery teams to ensure meeting of customer needs, SLAs and KPIs and other targets set for the centre
  • Managing and deliver Centre’s Business Continuity Plan

We offer:

  • Possibility to take part in creating new GBS centre and to shape its future
  • High autonomy, decisiveness  and independence in acting
  • Opportunity to work in a fast growing company, pioneer in its field
  • Work in the centre of Cracow
  • Extensive training program – internal and external
  • Private healthcare
  • Cafeteria package