Senior Service Management Lead

RS; Monterrey; Presencial; MXN 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

RS Group in Monterrey, Mexico, is seeking a GSBS Service Management Lead to strengthen governance, performance, and continuous improvement across Global Shared Business Services. You will partner with regional teams to onboard new services, monitor service delivery, and drive opportunities to enhance customer experience.

The role requires strong stakeholder engagement, process knowledge, and the ability to operate in a global matrix organisation with autonomy.

Responsabilidades

• Governance, portfolio management, and ongoing development of the GSBS service portfolio.
• Design, onboard, and expand GSBS services with clear scope and ownership.
• Lead projects for service introduction, expansion, and transitions into operations.
• Drive global standardisation of service management across Americas, EMEA, and APAC.
• Coordinate service transitions and ensure operational readiness and adoption.
• Stakeholder management to align business needs with GSBS priorities.
• Maintain governance documentation, reporting, and milestone visibility.
• Collaborate across regions to build service management capability.

Descripción del empleo

About RS Group

RS is a high-service global product and service solutions provider for industrial customers, enabling them to operate efficiently and sustainably.

About RS Group

RS is a high-service global product and service solutions provider for industrial customers, enabling them to operate efficiently and sustainably.

We operate in 33 markets, stock over 875,000 industrial and specialist products and list an additional five million relevant for our industrial customers, sourced from over 2,500 suppliers. This extensive range supports our customers across the industrial lifecycle of designing, building and maintaining equipment and operations. We enhance their experience through a tailored service model, leveraging our efficient physical, digital and process infrastructure sustainably. We combine a technically led and digitally enabled approach with an exceptional team of experts; ultimately, it’s our people that make the difference.

Our purpose, making amazing happen for a better world, reflects our focus on delivering results for people, planet and profit.

About The Role

Role Purpose

The GSBS Service Management Lead plays a key role in supporting the effective project management governance, performance, and continuous improvement of Global Shared Business Services (GSBS).

Operating within the GSBS Performance and Governance team, the role helps ensure that services are delivered consistently, efficiently, and in alignment with business requirements and organisational objectives.

The role is responsible for driving service management practices across GSBS, supporting the onboarding of new services, monitoring service performance, and partnering with operational teams to identify and implement opportunities for improvement. Working across multiple functions, regions, and service lines, the role provides structure, visibility, and coordination to support the delivery of high-quality services and a positive customer experience.

Acting as a key link between business stakeholders, service owners, process owners, and operational teams, the role supports service governance, performance management, service reviews, and continuous improvement activities.

The position also contributes to the development and maintenance of service management frameworks, standards, reporting, and key performance indicators across GSBS.

In addition to service management responsibilities, the role will lead or support initiatives that enhance service performance, strengthen governance, improve customer experience, or support the implementation of new services and capabilities across GSBS.

The role requires a strong understanding of Shared Services and Global Business Services (GBS) environments, together with experience in service management, service transitions, operational improvement, and stakeholder engagement. A broad understanding of end-to-end business processes and service delivery models is essential.

The successful candidate will operate with a high degree of autonomy, providing service management expertise, guidance, and challenge to stakeholders across a global matrix organisation. Success in the role requires strong collaboration, customer focus, analytical thinking, and a pragmatic approach to improving service performance and business outcomes.

Responsibilities

• Service Governance & Portfolio Management: Support the governance and ongoing development of the GSBS service portfolio, ensuring services are clearly defined, aligned to the GSBS operating model, and consistently managed across regions.
• Service Design & Expansion: Partner with business stakeholders, process owners, and operational teams to evaluate, design, and onboard new services into GSBS. Ensure service requirements, scope, ownership, controls, and operating models are clearly defined, scalable, and fit for purpose.
• Project Delivery: Lead projects related to the introduction, expansion, or enhancement of GSBS services. Manage planning, governance, risks, dependencies, timelines, and stakeholder engagement to ensure successful delivery and transition into operations.
• Global Standardisation: Drive consistency in service offerings, governance standards, and service management practices across the Americas, EMEA, and APAC. Identify opportunities to standardise services and processes while balancing regional business requirements.
• Service Transition & Implementation: Coordinate the successful transition of new or enhanced services into GSBS, ensuring operational readiness, knowledge transfer, stakeholder engagement, and successful adoption by impacted teams.
• Stakeholder Management: Build effective relationships with business leaders, service owners, process owners, and operational teams. Facilitate decision-making, challenge requirements where appropriate, and ensure alignment between business needs and GSBS priorities.
• Governance & Reporting: Maintain service governance frameworks, documentation, approvals, and reporting. Provide visibility of service onboarding activities, project status, risks, decisions, and key milestones to stakeholders and GSBS leadership.
• Collaboration & Capability Building: Work collaboratively across regions and service lines, sharing knowledge and supporting the development of service management and project delivery capability within GSBS.
• Accountable for the governance, development, and successful onboarding of GSBS services, ensuring service offerings are aligned to business requirements and the GSBS operating model.
• Works across multiple business functions, regions, and stakeholder groups to support the design, implementation, and management of services throughout their lifecycle.
• Operates within a global matrix environment, partnering with stakeholders across the Americas, EMEA, and APAC to promote