Vice President - GBS Service Excellence & Support

We are seeking a VP GBS Service Excellence & Support to build and lead our new GBS framework, capabilities and support services within Global Business Services. Reporting to the SVP Global Business Services you will shape the GBS foundation and operating model, transition and scale support services like office and service desk, as well as building necessary GBS capabilities within Service management, Process Automation and Analytics & Data, to ensure the whole of GBS is operating as one unit and ensure reliable, compliant, and high-quality service delivery. The role is part of the GBS leadership team. 

WHAT YOU’LL DO 

• Service Desk & Portal: 
  SE&S, will support the whole of Wallenius Wilhelmsen within selected support and back office areas. The ambition is for the portal to become a more consistent entry point for employees seeking support. 

• Work Space Services: 
  Support more consistent ways of managing selected workplace-related services where these are in scope. 

• Capability-As-A-Service / Service Excellence - Service management: 
  Both establish and run the service management disciplines with focus on Governance, Continuous Improvement, Service agreement / SLA, Process documentation framework, Service / Portfolio management, Service Performance management etc. 

• Capability-As-A-Service / Service Excellence – Intelligent Process Automation & AI: 
  This team will explore and enable automation, AI and digital solutions to simplify work and improve service delivery. It will facilitate and identify automation opportunities and process simplification and together with GBS Service Development run Automation projects. 

• Capability-As-A-Service / Service Excellence – Analytics & Data: 
  This team will ensure that all GBS reporting and analytics is managed in the same way, and easily accessible for everyone, examples are KPI’s OKR’s, GBS Control Tower, Dashboards etc. Regarding Data, it will overall govern the data that GBS is responsible for and ensure quality and definition are set. 

• Framework & Cross GBS ways of working: 
  All the “Capability-As-A-Service / Service Excellence” teams will ensure that the whole GBS is working as one, with common processes and upskilling the whole organization. Besides this, it will work together with all Service Development teams within GBS, running a collaborative network with frequent meetings. 

WHAT YOU’LL NEED 

• Extensive leadership experience in shared services, and/or GBS environments, including accountability for large-scale service delivery 

• Strong operational experience in Work Space, Office and Support services. 

• Strong experience in vital GBS frameworks and solutions like service management, analytics, AI, automation, transformation, service portal, and operating model development 

• Proven ability to build and lead high-performing teams through change, scale, and continuous improvement 

• Experience working in global, matrixed organisations with complex interfaces and governance requirements 

• Strong understanding of standardisation, process improvement, innovation, automation, and digital service delivery 

• Good understanding of platforms and technology platforms such as ERP, HRIS etc. is an advantage 

 
Location: This role can be based in either Gothenburg, Sweden or Lysaker, Norway

 
OUR COMMITMENT TO EQUAL OPPORTUNITIES  

We are a global group of people from diverse backgrounds and lifestyles. Wallenius Wilhelmsen is proud to be an equal opportunity employer committed to building a workplace where all contributors feel they can bring their best selves every day, learn from each other, and be appreciated. Our journey towards sustainable and integrated logistics compels us to attract people with diverse experiences, skills, and abilities.

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Please note that due to summer holidays, the recruitment process will commence after the application deadline on 1 August. We appreciate your patience and look forward to reviewing all applications thereafter.