Job Description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

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.