Head of Operations – Global Business Services (Hybrid, Multiple Locations)

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There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.

We're one global team driven by our common purpose to deliver a better world. Join us.

The Head of Operations is responsible for ensuring the consistent, scalable, and high-performing delivery of GBS services across all global hubs. This role oversees operational performance, service governance, continuous improvement, employee experience at delivery centers, and internal communications. The Head of Operations manages four key areas: Service Management, Operational Excellence, Center Leadership, and GBS Communications.

This position will offer flexibility for hybrid work schedules to include both in-office presence and telecommute/virtual work to be based from a variety of AECOM office locations.

Core Responsibilities:

Service Management

• Lead the global service management function to ensure alignment across towers and regions.
• Maintain and enhance the GBS service catalog, SLAs, escalation framework, and service governance.
• Monitor and report on service-level performance and customer feedback.
• Drive resolution frameworks, incident management, and root cause analysis.
• Partner with towers, IT, and PMO to ensure smooth onboarding of new services and modifications to existing ones.
• Operational Excellence (Continuous Improvement)
• Own the GBS-wide CI strategy, Lean Six Sigma program, digitization, and productivity initiatives.
• Manage CI Tower Leads and dotted-line Ops Excellence experts.
• Define and execute the CI roadmap in coordination with GPOs and functional leaders.
• Standardize CI methodologies, run Kaizen events, coach teams, and track ROI on improvements.
• Foster a culture of problem-solving, operational discipline, and performance accountability.

Center Leadership

• Directly manage Center Leads in India, Bucharest, and Manila.
• Drive center-level efficiency, including workspace, support services, and local operations.
• Oversee workplace experience, security, Business Continuity, disaster recovery, local compliance, and site governance.
• Champion the employee experience and value proposition at each center.
• Ensure a consistent and high-quality experience for customers and stakeholders.

GBS Communications

• Lead internal GBS communications, ensuring alignment, clarity, and engagement.
• Manage or coordinate with a GBS Communications Lead/team where applicable.
• Develop and deliver messaging related to strategy, change initiatives, organizational updates, and service awareness.
• Coordinate leadership communications, newsletters, and key campaigns globally.
• Ensure tone, branding, and messaging consistency across all GBS regions and functions.

Key Success Metrics:

• SLA attainment, customer satisfaction (NPS or CSAT), and target achievement .
• CI adoption rate, value realization.
• Center operational metrics (efficiency, engagement, security compliance).
• Communication reach, engagement, and feedback effectiveness.

Minimum Requirements:

• BA/BS plus at least 14 years of relevant experience in GBS, shared services, or operational leadership roles with a global scope, or demonstrated equivalency of experience and/or education, including at least 6 years of leadership experience 
• Proven ability to lead multi-site operations and cross-functional teams.
• Experience in Lean Six Sigma, digitization initiatives and service management frameworks.
• Strong leadership in communications, change management, and stakeholder engagement.
• Ability to operate across global time zones and travel occasionally as needed.

Preferred Qualifications:

• MBA
• Experience within similarly large, complex, global organizations

• Sponsorship for relevant country work authorization is not available for this position, now or in the future

About AECOM 

AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan. 

AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2024. Learn more at aecom.com. 

What makes AECOM a great place to work 

You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community—where you have the freedom to grow in a world of opportunity. 

As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.