Global SDM Lead

Unilabs is implementing a Global Shared Services Centre (GSSC) to centralise core IT services while retaining essential in‑country capabilities aligned to regulatory, business, and operational needs. 

The Global Service Delivery Manager (GSDM) holds end‑to‑end accountability for service delivery across all markets, ensuring that the GSSC operates effectively, consistently, and in alignment with business expectations.

This role provides global operational leadership and governance, ensuring standardisation of services, performance management, and continuous improvement while managing a distributed network of In‑Country Service Delivery Managers.

The GSDM acts as the primary owner of service outcomes across regions, bridging global service towers, the GSSC, and country operations. 

The GSDM acts as the primary owner of service outcomes across regions, bridging global service towers, the GSSC, and country operations 

Key Responsibilities

1. Global Service Delivery Ownership

• Accountable for end‑to‑end service performance across all countries.
• Owns global service KPIs, SLAs, and XLAs and ensures consistent measurement and reporting.
• Ensures alignment between service delivery and business priorities across regions.
• Provides executive‑level visibility on service performance, risks, and improvement actions.

2. GSSC Governance & Operational Leadership 

• Defines and enforces global service governance frameworks, processes, and standards.
• Oversees the performance of GSSC delivery teams and global service towers.
• Ensures consistent execution of ITSM processes across all markets.
• Drives operational discipline, standardisation, and scalability within the GSSC

3. Leadership of In‑Country Service Delivery Managers 

• Leads and manages the ICSDM community across all markets.
• Provides direction, priorities, and performance management for in‑country SDMs.
• Ensures consistent application of the operating model, roles, and responsibilities.
• Acts as the escalation point for country‑level service delivery issues.

4. Service Transition & Transformation

• Owns global oversight of service transition into the GSSC model, ensuring consistency across countries.
• Ensures transition methodologies, governance, and quality gates are applied effectively.
• Tracks transition progress, risks, and dependencies across markets.
• Drives stabilisation and performance improvement post‑transition.

5. Incident, Problem & Escalation Management 

• Owns governance for major incident and problem management across all markets.
• Ensures effective coordination between global teams, GSSC, and countries during incidents.
• Provides executive oversight for critical incidents and service disruptions.
• Ensures systemic issues are addressed through structured problem management

6. Change & Release Governance

• Oversees global change and release governance impacting multiple countries.
• Ensures changes are assessed for cross‑market impact, dependencies, and risks.
• Aligns with global architecture, security, and platform strategies.
• Ensures coordination between GSSC, global teams, and country stakeholders.

7. Supplier & Partner Management (Global) 

• Provides oversight of strategic suppliers delivering global services.
• Ensures supplier performance aligns with contractual commitments and service targets.
• Drives standardisation of supplier management practices across markets.
• Works with procurement and leadership on global sourcing strategies 

8. Continuous Improvement & Service Optimisation 

• Leads global initiatives to improve service quality, efficiency, and user experience.
• Uses performance data to drive optimisation and cost efficiency.
• Identifies opportunities for further centralisation, automation, and standardisation

9. Stakeholder & Executive Engagement 

• Acts as the global service delivery representative to senior IT leadership and business stakeholders.
• Provides clear communication on service performance, transformation progress, and risks.
• Aligns with Market CIOs to ensure business needs are met through the GSSC model.

• Proven experience in global IT service delivery leadership roles.
• Strong experience operating within shared service or outsourced delivery models.
• Deep understanding of IT service management frameworks (ITIL‑aligned).
• Experience managing cross‑regional teams and complex stakeholder environments.
• Strong leadership, governance, and escalation management capabilities.
• Fluency in English and local market language is reqired.
• Relevant IT, service management, or leadership certifications are advantageous.