SVP Global Operations

Job Summary

The SVP, Global Operations is the senior executive accountable for the strategy, financial performance, service delivery, transformation, and sustainable growth of an assigned global client ecosystem. The role provides enterprise leadership across countries, regions, sites, service lines, and delivery channels, ensuring that global commitments are translated into consistent operational and commercial outcomes.

Operating through Operations VPs and senior functional leaders, the SVP establishes the operating model, governance structure, performance expectations, investment priorities, and leadership agenda for the ecosystem. The role holds full accountability for ecosystem P&L, client value realization, operational resilience, portfolio transformation, and long-term growth.

The SVP serves as the senior operational partner to executive client stakeholders and the internal executive team. The role anticipates enterprise-level risks, resolves cross-regional tradeoffs, and mobilizes Operations, Sales, Solutions, Technology, Finance, HR, Workforce Management, and other functions around shared client and business priorities.

Primary Job Responsibilities

• Establish and execute the global operations strategy for the assigned client ecosystem, aligned with company strategy, client priorities, and financial commitments.
• Translate enterprise objectives into a clear multi-year operating agenda across regions, countries, sites, service lines, and functions.
• Design and continuously evolve the ecosystem operating model, including governance, organizational structure, decision rights, leadership accountabilities, and performance management.
• Hold full accountability for ecosystem P&L, including revenue, margin, productivity, cost, cash, investment performance, and financial risk.
• Establish financial priorities and direct corrective strategies when performance falls below commitments.
• Balance client outcomes, employee experience, operational resilience, and financial performance in strategic decisions.
• Serve as the senior operational executive for the assigned global client ecosystem.
• Build trusted relationships with senior client executives and engage them on strategy, transformation, performance, risk, innovation, and growth.
• Establish executive governance that creates transparency, accelerates decisions, and connects performance with the client's strategic objectives.
• Lead resolution of material client escalations and systemic service issues that cross regions, service lines, or functions.

• Shape joint client-company roadmaps focused on value creation, customer experience, productivity, technology, and future capability.

4. Global performance and delivery governance

• Establish the global performance architecture, operating cadence, and accountability framework for the ecosystem.
• Set enterprise performance expectations across service delivery, quality, customer experience, workforce, technology, financial, and commercial measures.
• Hold Operations VPs and senior leaders accountable for regional and portfolio outcomes.
• Standardize critical operating disciplines while allowing appropriate flexibility for client, regional, regulatory, and market requirements.
• Ensure transformation programs deliver measurable financial, operational, client, and employee outcomes.
• Lead through Operations VPs and senior functional leaders, establishing clear accountability for results while maintaining appropriate executive oversight.
• Build a global leadership team capable of managing complexity, making decisions, and operating across organizational and geographic boundaries.
• Assess leadership capacity against the future needs of the ecosystem and take action to address capability, succession, or organizational gaps.
• Own succession planning for critical executive and operational leadership roles.
• Develop leaders who can balance commercial, operational, client, people, and transformation priorities.
• Partner with Sales and Solutions leaders to develop the global growth strategy for the ecosystem.
• Identify opportunities to expand services, enter new markets, consolidate delivery, and introduce differentiated capabilities.
• Set the strategic direction for operational technology and data capabilities across the ecosystem in partnership with Technology and Digital leaders.

Skills/Knowledge/Abilities

Education

Bachelors in Business or a combination of education and work experience

Experience Target

Specialized Certifications