Head of GBS Service Management
Dexcom, Inc

Job Info

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About Dexcom

Founded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets Continuous Glucose Monitoring (CGM) systems for ambulatory use by people with diabetes and by healthcare providers for the treatment of people with diabetes. The company is the leader in transforming diabetes care and management by providing CGM technology to help patients and healthcare professionals better manage diabetes. Since the company's inception, Dexcom has focused on better outcomes for patients, caregivers, and clinicians by delivering solutions that are best in class - while empowering the community to take control of diabetes. Dexcom reported full-year 2022 revenues of $2.9B, a growth of 18% over 2021. Headquartered in San Diego, California, with additional offices in the Americas, Europe, and Asia Pacific, the company employs over 8,000 people worldwide.

About Dexcom:

Founded in 1999, Dexcom, Inc. provides continuous glucose monitoring technology to help patients and their clinicians better manage diabetes and our customers better manage their health. Since our inception, we have focused on better outcomes for patients, caregivers, and clinicians by delivering solutions for people with diabetes -- while empowering our community to take control of their health.

Summary:

Reporting directly to the VP-Global Business Services, the Head of Service Management will have diverse responsibilities focusing on performance management, stakeholder success, reporting and analytics, value realization, , technology and system implementations, as well as operational/executive reportings, SLA/KPI metrics, supporting key business and operational initiatives, among other critical activities.

The role will directly support the creation and implementation of Dexcom GBS Strategy through partnership with the sites & VP of GBS to develop & implement Service Management & governance strategies to further evolve the scale, efficiency and effectiveness of the GBS. This role will directly manage a portfolio of projects/programs and a team of shared services employees globally. The role will partner with key executives across the business as well as the Operational GBS teams including Operations, Project Management Office, Operational Excellence and transformation to execute day-to-day operational deliverables with quality and impactful business outcomes.

Being a senior leadership role this role requires strong stakeholder management capabilities, a deep background in operational excellence, process design, business architecture & functional process development. Provide a highly complex and effective shared services strategy in alignment with the organization's strategy and executes on that strategy in an highly efficient and value value-generating way. Work with leadership at all levels, including the most senior, and collaborate with subject matter experts and centers of excellence across all parts of the organization to lead the culture & systemic change required to achieve and sustain business outcomes for the long term.

Essential Duties and Responsibilities:

• Responsible for the design, implementation and optimization of Establishing the Service Management Strategy & Priorities related to Service Management, Governance, Partnering and Operations for the GBS Organisation.
  
• strategy and plan for sustainable Growth for the GBS to support enterprise goals
  
• Enterprise -level contribution to the delivery of global priorities through the effective organization of GBS resources & activities to drive enterprise-level goals. development of global location and talent strategies in line with Dexcoms strategic goals and international expansion plans.
  
• Set the vision and execution plan for GBS-as-a-service functions across both GBS locations including the development of roadmap and strategy.
  
• Accountable for delivering KPIs and performance priorities through the implementation of strong frameworks and structures designed to support operational performance, transparency on resourcing and capability management.
  
• Drive strategic initiatives across GBS locations, create and maintain of high performing team culture through collaboration with leaders across all business functions - Contribution to CX (and other functional) vision, GBS strategic initiatives/ transformation
  
• Organization Design and ensuring sufficient Depth and Succession Planning, including investing in developing the right capabilities to prepare the organization for the future with a specific focus on future state business needs.
  
• Conduct assessments, and implement frameworks and governance structures including but not limited to GBS Value and Customer Experience, Business Intelligence, Service Delivery, Service Management, Service Design and Operational activities.
  
• Develops and articulates the vision for Shared Services in such a way as to engender the passion, engagement, leadership, and commitment necessary to effectively implement shared services concepts and methodologies across the organization.
  
• Works with and influences other teams including Business intelligence, Program Management, Site, and Functional Leadership groups to define methodology, procedures, or systems.
  
• Synthesizes recommendations and programs from functional knowledge and available data to a global GBS view.
  
• Help prepare operational/executive and ad hoc reports and maintain the Operating model for Global Business Services.
  
• Manage capacity, utilization, financial forecasts and actuals in partnership with Sites and FP&A partners.
  
• Advise the business on best practices and available tools to manage business processes and other strategic initiatives.
  
• Works with and influences other groups and functional areas in defining policy, procedures, or systems. Synthesizes recommendations and programs from functional knowledge and available data
  
• Drive the digitalization and transformation efforts of the organization through thought leadership, execution focus
  
• Develop long-range location strategy plans to support Dexcom's rapid growth and the changing talent landscape to ensure Dexcom has access to, and the ability to leverage world-class talent across the globe.
  
• Drive strategic initiatives in the GBS, create and maintain of high performing team culture through collaboration with leaders across all business functions - Contribution to CX (and other functional) vision, GBS strategic initiatives/ transformation
  
• Inspiring people leadership, world-class employee engagement, and being a Role model coach.
  
• Organization Design and ensuring sufficient Depth and Succession Planning, including investing in developing the right capabilities to prepare the organization for the future
  
• Conduct assessments of talent access strategies and models including the development of benefits cases related to new operational locations or third-party staffing solutions to support the organization.
  
• Develops and articulates the vision for Shared Services in such a way as to engender the passion, engagement, leadership, and commitment necessary to effectively implement shared services concepts and methodologies across the organization.
  
• Appropriately assess risk when business decisions are made safeguarding Dexcom by driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior and business practices, and escalating, managing and reporting control issues with transparency.
  

Key Business Measures and Outcomes:

• Deliver on the streamlining of GBS Organization Service Governance and delivery across all GBS locations.
  
• Own the Service Catalog, and Cross functional frameworks designed to support GBS operations and ensure these are communicated and implemented within locations.
  
• Deliver on key execution outcomes from GBS network across all sites & business lines.
  
• Drive global standardization of processes and procedures through active implementation of transformation strategies and projects designed to enhance Dexcoms operational landscape.
  
• Identify and lead transformation strategies related to location selection, design and optimization of work structures that are financially prudent and provide Dexcom with access to talent capable of supporting organizational growth.scalable.
  
• Engagement of teams across GBS network
  
• Embed Dexcom Culture and Values across all GBS and Partner locations.
  
• Deliver Transformation outcomes.
  
• Identify productivity/ efficiency opportunities.
  
• Responsible & Accountable for functional P&L including GBS Shared Resource requirements. Responsible and Accountable for Global Business Services P&L (approx. $60m USD)
  
• Activley partner across the organization to identify opportunities for future consolidation & simplification of business operations to support Operational Expense goals
  

Required Business/ Technical Knowledge/ Qualifications: Required Qualifications:

Deep experience in GBS Service Management & Governance at a global level working across multiple sites & delivery centers.

• Demonstrated experience in developing and implementing an supporting the development and implementation of organizational vision and strategy
  
• Track record of consistently delivering outcomes with a positive impact on the organization, employees, and the community.
  

Personal Characteristics

• Excellent communication skills, executive presence, and agility to navigate with finesse across different nationalities & stakeholder groups
  
• Inspirational & Collaborative Leadership. Drive clear vision, direction and prioritization, manage ambiguity effectively.
  
• Personality and gravitas to be able to work closely with senior executives in the organization
  
• Ability to inject operational rigor into the organization
  
• A decisive individual who possesses a strategic focus as well as an operational, implementation perspective
  
• An individual with Partnership mindset and relational expertise, create conditions to build a network of teams that thrives on freedom trust and accountability.
  
• Proven leadership experience with the ability to motivate and develop people not only the direct team but all those involved in the prioritized initiatives. Embrace diversity of background and opinions.
  
• A professional with impeccable personal integrity and business ethics
  

• Track record of recruiting exceptional talent and building high performing teams
  

• Results-oriented, self-disciplined, fast-paced, and motivated individual
  
• Demonstrated ability to process complex information and summarize it concisely in writing and/or verbally in a professional manner and in a time sensitive environment
  
• Highly collaborative and desire to reach across the organization to understand stakeholder needs and how to meet those needs
  

• Ability to organize, motivate and lead diverse teams in a quickly growing and agile/flexible corporate environment.
  
• Strong ability to access talent and ensure the organization is structured and staffed to successfully deliver on objectives
  
• Foster an open and transparent environment where employees at all levels are encouraged to contribute, engage in constructure technology reviews, and express their talents through collaborative problem solving and decision making.
  
• Computer skills: Microsoft Office Suite - Word, Excel, PowerPoint, and Adobe Acrobat Pro
  

Experience and Education Requirements:

• Typically requires a Bachelor's Degree, MBA with 10+ years of demonstrated experience in leading Global Shared Services across multiple funcitions and locations or 15+ years of demonstrated experience in leading Global Shared Services across multiple functions and locations.
  

Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom's AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at talentacquisition@dexcom.com.

View the OFCCP's Pay Transparency Non Discrimination Provision at this link.

Meritain, an Aetna Company, creates and publishes the Machine-Readable Files on behalf of Dexcom. To link to the Machine-Readable Files, please click on the URL provided: https://health1.meritain.com/app/public/#/one/insurerCode=MERITAIN_I&brandCode=MERITAINOVER/machine-readable-transparency-in-coverage?reportingEntityType=TPA_19874&lock=true

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.

Salary:
$149,000.00 - $248,300.00

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