Global L&D Shared Services Operations Director

Responsibilities

• Lead Global L&D Operations Shared Services in New Delhi, with functional leadership across Costa Rica and Lisbon.
• Standardise processes and service delivery across hubs, including SOPs, service levels and ways of working, while allowing for justified local needs.
• Build trusted global partnerships with L&D leaders, business stakeholders, programme owners and hub leadership to align priorities and resolve service issues.
• Partner across functions with Shared Services, Operations, IT and L&D Technology to improve end-to-end processes and systems.
• Lead the transition of work into Shared Services, ensuring effective knowledge transfer, change management and minimal disruption.
• Manage service performance and continuous improvement using SLAs, KPIs, KRIs, operational data and feedback to improve quality, efficiency and the learner and stakeholder experience.
• Lead and develop a high-performing, multicultural team and represent L&D Operations in key global, hub and cross-functional forums.
• What You'll Bring
• 12+ years of relevant experience in L&D operations, shared services, or enterprise service environments
• Significant leadership experience, including leading leaders and building high-performing operational organizations
• Proven track record of designing and implementing global operational strategies, systems, or operating models
• Strong executive stakeholder management skills, with the ability to influence and shape enterprise decisions
• Experience leading large-scale transformation initiatives across systems, processes, or operational infrastructure
• Ability to operate in complex, ambiguous, and global environments
• Strategic mindset, with the ability to connect operational models to scalability, efficiency, and business outcomes
• Who You'll Work With
• You will work with global L&D teams, business stakeholders, faculty, vendors, and cross-functional partners to deliver and continuously improve learning experiences.
• Additional info