GBS Operations Head

British Council; Dadri; Hybrid; INR 4,000,000 - 7,000,000; Full time

Job summary

A renowned global educational organization is seeking a GBS Operations Head to oversee Professional Services operations. The role requires strategic leadership to manage a high-performing operations team, ensuring compliance and driving performance across finance, HR, and procurement while fostering collaboration with stakeholders. Applicants must have the right to work in India and possess strong communication skills.

Qualifications

• Proven experience leading operations in a large organisation preferable in a leadership role.
• Understanding of operations delivery in business functions like HR, Finance, D&T, and Procurement.
• Prior experience managing a large managed services contract in operations.
• Broad knowledge of delivery functions and interfaces with business/customers.

Responsibilities

• Formulate and execute the operations delivery strategy in partnership with functional leadership.
• Provide strategic and operational leadership across all in-scope Professional Services workstreams.
• Build and maintain strong relationships with internal stakeholders and Managed Service Providers.
• Build and maintain relationships with MSPs and internal stakeholders for seamless coordination.
• Promote governance, risk management and compliance with regulatory standards.

Skills

Ability to set-up strategic and tactical goals for performance and growth

Outstanding communication and negotiation skills

Analytical mindset and problem-solving aptitude

Analytical mindset

Team development

Communication skills

Negotiation skills

Education

Certification in lean/six-sigma

Job description

Join to apply for the GBS Operations Head role at British Council

Contract: Indefinite Contract (Permanent role)

Apply by: Sunday, 19th Oct 2025 23:59 Local time

Interview window: To be discussed later

The salary for this role is negotiable based on skills, and expertise, there will be additional benefits

This role is open to applicants who already have the legal right to work in India at the time of application. Relocation and visa sponsorship are not available. The British Council supports flexible working, including hybrid arrangements, subject to line manager approval and operational requirements.

Role Context

The Global Business Services (GBS) Operations Head will oversee the delivery of Professional Services operations managed by GBS, ensuring effective, efficient, and compliant service delivery across Finance, HR, D&T, and Procurement. This role will be responsible for operational performance, governance, escalation management, and driving continuous improvement and transformation initiatives. Reporting to the GBS Head (and temporarily to the GBS Office and Capabilities Head), the position will play a key role in modernising the British Council’s Professional Services portfolio and strengthening relationships with Managed Service Providers (MSPs) in alignment with industry best practices.

GBS will act as the central governance and management body, accountable for operational delivery, contract management, and performance reporting, while coordinating closely with Professional Services SROs and corporate functions such as Procurement and Legal. Together, they will ensure robust governance, supplier relationship management, compliance with Public Procurement Regulations, and implementation of approved change and transformation initiatives to drive service excellence and efficiency across the organisation.

Main responsibilities

The Global Business Services (GBS) Operations Head will be responsible for formulating and executing the operations delivery strategy in partnership with functional leadership, ensuring alignment with organisational goals and industry best practices. The role will provide strategic and operational leadership across all in-scope Professional Services workstreams, overseeing performance delivery, quality management, and continuous improvement. It will include leading and developing a high-performing operations team, managing cross-functional delivery plans, and ensuring fulfilment of all service commitments (SLAs/KPIs) through effective governance, troubleshooting, and escalation management.

This role will also focus on building and maintaining strong relationships with internal stakeholders and Managed Service Providers (MSPs) to ensure seamless coordination and service excellence. The position will be accountable for transparent performance reporting, risk management, and compliance with regulatory and audit requirements, while promoting a culture of accountability, collaboration, and operational excellence within GBS.

Role-Specific Skills

• Ability to set-up strategic and tactical goals for performance and growth
• Ability to influence a diverse cross-functional senior leadership team
• Financial planning, decision making and problem-solving skills
• Analytical and strategic mindset
• Ability and passion to build and empower effective teams
• Outstanding communication and negotiation skills
• Analytical mindset and problem-solving aptitude

Role specific knowledge and experience

• Proven experience leading operations in a large organisation preferably in a leadership role
• Understanding of operations delivery in business functions such as HR, Finance, D&T (IT) and Procurement. In depth experience in running the operations in at least one area is a must
• Prior experience of managing a large managed services contract in an operations role with a partner/vendor organisation
• Broad knowledge of the delivery functions in scope for GBS and their interfaces with the business / customers of professional services

Education and Professional Qualification

Certification in lean/ six-sigma will be considered an advantage

Language Requirements

• The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.

Seniority level

Director

Employment type

Full-time

Job function

Management

Industries

Business Consulting and Services, IT Services and IT Consulting, and Outsourcing and Offshoring Consulting