Danish Crown Group Functions



Director Service Delivery Operations 

Position Summary:

As the Director of Service Delivery Operations, you will be responsible for overseeing and optimizing the delivery of services to our clients/BU's. You will lead a team dedicated to ensuring that our services are delivered with the highest level of quality, efficiency, and customer satisfaction. This role requires strong leadership, strategic thinking, and the ability to collaborate across departments to drive continuous improvement. 


Area of responsibility:

Build and maintain strong relationships with key clients, ensuring their needs are understood and met effectively. Ameliorate KPIs and metrics to monitor the performance of service delivery operations, regularly reviewing and analyzing data to identify areas for improvement. Work closely with cross-functional teams, to align service delivery efforts with overall business objectives. Champion a culture of continuous improvement, fostering innovation and driving initiatives to enhance service delivery processes and capabilities.


Specific tasks:


•    A senior member of GBS leadership team with the responsibility of defining the overall strategic direction and key priorities of the GBS Operations organization.
•    Leading GBS Operations (AP, AR, Group Master Data and General Ledger) based on best-in-class processes, systems, policies, and procedures. 
•    Leads the GBS Operations organization through 4 Operational managers and 8 team leaders reporting to the Operational managers and thereby holds the overall responsibility and accountability for the GBS Operations organization and its delivery of high-quality service for transitioned BUs.
•    Identifies and implements operational excellence initiatives to ensure delivery of business case targets and consistently drives for substantial improvements in process quality, efficiency, and reliability, thereby creating and driving a positive customer experience and positive customer results. 
•    Takes full ownership of new transitions when migrating new business units to GBS Cracow   
•    Holds the ultimate responsibility for meeting all service level agreements (SLAs) and for meeting the targets and deadlines of the defined key performance indicators (KPIs)
•    Ensures adherence to controls and audit requirements while ensuring seamless execution of processes.
•    Sets the agenda within the GBS organisation for driving process improvements (Continuous Improvement) and digitalisation in close cooperation with Center of Excellence Heads and Automation/RPA department, continuously developing and improving service levels to meet increasingly.
•    Driving achieving efficiency improvements of 20-40% over the next three years, constantly benchmarking GBS Operations/Shared Services Operations against other major SSCs and known best practices
•    Coach and hold direct reports (Operational managers) accountable for delivering on individual goals and team goals.     
•    Creates strong and effective teams motivated towards world class performance and realization of stretched targets.
•    Ensures a proper alignment and coordination between all Shared Services Operations teams.





  • University diploma (Business / Finance / Economy / Management).
  • Fluent in English.
  • Preferably solid Polish language skills (but not a prerequisite for holding the position)
  • Documented training / education within LEAN six sigma and customer design thinking will be seen as a major plus.
  • Min. 10+ years’ experience in an international and multi-functional BPO or SSC/GBS organization, with solid experience in managing teams (50+) and leading through other (first line) managers.
  • Strong leading leaders experience – proven abilities within direction setting and structured follow-up.
  • Demonstrated track record in driving and improving employee engagement (upper quartile) and managing attrition levels below industry levels.
  • Ability to influence senior management and key stakeholders.
  • Great communication and presentation skills.
  • Excellent change management skills and experience with driving organisational change in larger and complex organisations, preferably a matrix organisation.
  • Strong financial acumen in managing and controlling OPEX targets and improve set-up of cost allocations to Business Units.
  • Demonstrable experience in bringing and leading multi-functional Operations to a world class level – top quartile performance (efficiency & effectiveness, customer experience, value creation).
  • Demonstrable experience in leading transformations and transitions is a plus.
  • Experience with moving up the ‘value chain/curve’ within Finance & Procurement.


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