Digital Innovation CoE Manager

Job Description

As the Digital Innovation Center of Excellence (CoE) Manager for Global Business Services (GBS), You will lead the execution of digital innovation initiatives to drive efficiency and effectiveness across GBS operations. You will collaborate closely with GBS cross-functional teams to identify opportunities for digital innovation, implement best practices, and deliver impactful solutions that optimize processes and enhance service delivery. Your role will be instrumental in shaping the digital transformation journey of our organization's GBS function.

Key Responsibilities

Team Management: 

• Lead and inspire a diverse team of digital experts within the GBS CoE, fostering collaboration, innovation, and continuous learning.
• Process Optimization: Identify opportunities to streamline and optimize GBS processes through the adoption of digital technologies, automation, and data-driven insights.
• Solution Delivery: Oversee the planning, execution, and delivery of digital innovation projects within GBS, ensuring alignment with business needs, timelines, and quality standards.
• Technology Enablement: Evaluate emerging technologies and digital solutions to address GBS challenges and enhance service delivery, leveraging advancements in areas such as robotic process automation (RPA), artificial intelligence (AI), and data analytics.
• Change Management: Drive organizational change and adoption of digital tools and methodologies within GBS, championing a culture of innovation, agility, and continuous improvement.
• Stakeholder Engagement: Collaborate with GBS leadership, business partners, and stakeholders to understand their needs, gather requirements, and prioritize digital initiatives that deliver maximum value.
• Governance and Compliance: Establish governance frameworks, policies, and controls to ensure compliance with regulatory requirements, data privacy standards, and internal protocols.
• Performance Monitoring: Define and track key performance indicators (KPIs) to measure the effectiveness, efficiency, and impact of digital innovation initiatives within GBS.

Key Responsibilities

Metrics:

• Process Efficiency Improvements: Percentage of GBS processes optimized through digital innovation initiatives, measured by factors such as cycle time reduction and cost savings.
• Automation Rate: Percentage of manual tasks automated within GBS operations, leading to increased productivity and resource optimization.
• Service Delivery Enhancement: Improvement in service delivery metrics, such as service level agreements (SLAs), customer satisfaction scores, and error rates.
• Digital Skills Development: Percentage of GBS employees trained in digital skills and technologies relevant to their roles, fostering a digitally proficient workforce.
• Cost Savings: Quantifiable cost savings achieved through digital transformation initiatives within GBS, including reductions in operational expenses and resource utilization.
• Risk Mitigation: Effectiveness of risk mitigation strategies implemented to address cybersecurity threats, compliance risks, and data privacy concerns within GBS operations.
• Innovation Pipeline: Number of new digital innovation ideas generated, evaluated, and progressed through the innovation pipeline within GBS.
• Knowledge Sharing and Collaboration: Level of collaboration and knowledge sharing across GBS teams and functions, facilitated by digital platforms and tools.
• Time-to-Value: Speed of delivering digital solutions and realizing business value within GBS, from ideation to implementation and adoption.
• Stakeholder Satisfaction: Feedback and satisfaction ratings from GBS stakeholders, including business leaders, customers, and end users, regarding the impact and effectiveness of digital innovation initiatives.

Requirements

• Bachelor’s degree in business administration, Information Technology, or related field; advanced degree preferred.
• At least 8 years of experience in digital transformation, innovation management, or related roles, with a focus on supporting global business services or shared services organizations.
• Proven track record of leading digital innovation initiatives, driving process improvements, and delivering tangible business outcomes within complex, multinational environments.
• Deep understanding of digital technologies and trends, including automation, AI, machine learning, analytics, and cloud computing, with the ability to translate technology capabilities into practical business solutions.
• Strong project management skills, with experience in leading cross-functional teams, managing project portfolios, and delivering projects on time and within budget.
• Excellent communication and stakeholder management skills, with the ability to engage and influence stakeholders at all levels of the organization, including senior leadership.
• Change management expertise, with a demonstrated ability to drive organizational change, foster a culture of innovation, and navigate resistance to change effectively.
• Analytical mindset, with the ability to leverage data and metrics to drive decision-making, measure performance, and continuously improve digital innovation processes and outcomes.
• Experience in vendor management, contract negotiation, and partnership development, with a focus on sourcing and implementing digital solutions and services.
• Certification in relevant areas such as project management (e.g., PMP, Prince2), agile (e.g., Scrum Master), or digital transformation would be advantageous.