Head of Operations – Global Business Services (Hybrid, Multiple Locations)

The Head of Operations is responsible for ensuring the consistent, scalable, and high-performing delivery of GBS services across all global hubs. This role oversees operational performance, service governance, continuous improvement, employee experience at delivery centers, and internal communications. The Head of Operations manages four key areas: Service Management, Operational Excellence, Center Leadership, and GBS Communications.This position will offer flexibility for hybrid work schedules to include both in-office presence and telecommute/virtual work to be based from a variety of AECOM office locations.Core Responsibilities:Service ManagementLead the global service management function to ensure alignment across towers and regions.Maintain and enhance the GBS service catalog, SLAs, escalation framework, and service governance.Monitor and report on service-level performance and customer feedback.Drive resolution frameworks, incident management, and root cause analysis.Partner with towers, IT, and PMO to ensure smooth onboarding of new services and modifications to existing ones.Operational Excellence (Continuous Improvement)Own the GBS-wide CI strategy, Lean Six Sigma program, digitization, and productivity initiatives.Manage CI Tower Leads and dotted-line Ops Excellence experts.Define and execute the CI roadmap in coordination with GPOs and functional leaders.Standardize CI methodologies, run Kaizen events, coach teams, and track ROI on improvements.Foster a culture of problem-solving, operational discipline, and performance accountability.Center LeadershipDirectly manage Center Leads in India, Bucharest, and Manila.Drive center-level efficiency, including workspace, support services, and local operations.Oversee workplace experience, security, Business Continuity, disaster recovery, local compliance, and site governance.Champion the employee experience and value proposition at each center.Ensure a consistent and high-quality experience for customers and stakeholders.GBS CommunicationsLead internal GBS communications, ensuring alignment, clarity, and engagement.Manage or coordinate with a GBS Communications Lead/team where applicable.Develop and deliver messaging related to strategy, change initiatives, organizational updates, and service awareness.Coordinate leadership communications, newsletters, and key campaigns globally.Ensure tone, branding, and messaging consistency across all GBS regions and functions.Key Success Metrics:SLA attainment, customer satisfaction (NPS or CSAT), and target achievement .CI adoption rate, value realization.Center operational metrics (efficiency, engagement, security compliance).Communication reach, engagement, and feedback effectiveness.