ERM is a leading global sustainability consulting firm, committed for nearly 50 years to helping organizations navigate complex environmental, social, and governance (ESG) challenges. We bring together a diverse and inclusive community of experts across regions and disciplines, providing a truly multicultural environment that fosters collaboration, professional growth, and meaningful global exposure. As a people-first organization, ERM values well-being, career development, and the power of collective expertise to drive sustainable impact for our clients—and the planet.

Introducing our new Global Delivery Centre (GDC)

Our Global Delivery Centre (GDC) in India is a unified platform designed to deliver high-value services and solutions to ERM’s global clientele. By centralizing key business and consulting functions, we streamline operations, optimize service delivery, and enable our teams to focus on what matters most—advising clients on sustainability challenges with agility and innovation. Through the GDC, you will collaborate with international teams, leverage emerging technologies, and further enhance ERM’s commitment to excellence—amplifying our shared mission to make a lasting, positive impact.

Job Objective

The Business Enablement Service Delivery Head (Director) will be instrumental in driving operational excellence and innovation within ERM’s Global Delivery Centre (GDC). This leadership role focuses on delivering measurable business outcomes across Finance, HR, Legal, IT, Marketing and other support functions. The ideal candidate will collaborate with cross-functional teams, align transformation strategies, and ensure seamless service delivery to stakeholders.

Key Accountabilities & Responsibilities

To lead the strategic development and operational execution of the Global Delivery Centre (GDC), driving its transformation into a globalized shared services hub. The role aims to achieve rapid cost efficiency, operational excellence, and scalability while fostering innovation, process optimization, and stakeholder collaboration to deliver measurable business outcomes across This leadership role focuses on delivering measurable business outcomes across Finance, HR, Legal, IT, Marketing and other support functions.

Key Responsibilities are:

• Strategic Leadership:
• Define and execute the vision for delivering operational excellence through the GDC.
• Align outcomes with ERM’s strategic objectives Finance, HR, Legal, IT, Marketing and other support functions.
• Lead transformation initiatives to enhance efficiency, scalability, and innovation.
• Operational Excellence:
• Develop and manage SLA/KPI frameworks for business enablement services.
• Monitor and enhance process workflows, ensuring alignment with regional and global business needs.
• Lead governance and reporting for operational performance, providing actionable insights to stakeholders.
• Stakeholder Management:
• Serve as a primary interface for service leads across regions.
• Facilitate communication, manage escalations, and ensure alignment on priorities.
• Support engagement models such as Managed Service and Facilitated Tenant for seamless integration.
• Innovation and Transformation:
• Champion next-generation delivery methods, leveraging Gen AI, data platforms, and ERP integrations.
• Foster a culture of continuous improvement and proactivity.
• Identify and mitigate risks, ensuring resilience and scalability of operations.
• Team Leadership:
• Build and mentor a high-performing team aligned with GDC’s ethos of empathy, collaboration, and accountability.
• Oversee recruitment, training, and functional handovers to ensure readiness for operations.
• Promote a culture of ownership, boldness, and data-driven decision-making.
• Project and Program Management:
• Oversee the execution of transformation projects from ideation to completion.
• Ensure timelines, budgets, and deliverables are met while maintaining quality standards.
• Document lessons learned and drive continuous improvement cycles.

Influence And Decision Making Authority

• Strategic Vision: Develop and execute strategies for the GDC, establishing it as a globalized shared services model that delivers rapid cost efficiency and operational excellence.
• Operational Excellence: Oversee day-to-day operations, ensuring SLA and KPI adherence while optimizing workflows to enhance service delivery and scalability.
• Change Management: Use influence and leadership to drive adoption of new processes, scale GDC services, and manage organizational change across global teams.
• Stakeholder Collaboration: Partner with global and regional leaders to align GDC initiatives with business goals, resolve escalations, and deliver measurable outcomes.
• Leadership and Empowerment: Inspire and guide cross-functional teams, promoting a culture of accountability, innovation, and excellence within the GDC.
• Governance and Compliance: Establish governance frameworks, ensure compliance with ERM policies, and provide transparent reporting to stakeholders.

Job Requirements & Capabilities

Qualifications: #

• Bachelor’s degree in science or engineering or a related field; MBA or equivalent preferred.
• 15+ years of experience in shared services, global delivery centres, or operational excellence roles.
• Focus on professional services firms and client service delivery
• Proven track record in leading transformation initiatives in a global organization.
• Strong knowledge of SLA/KPI frameworks, governance, and reporting mechanisms.
• Experience in managing cross-functional teams and large-scale projects.
• Familiarity with Gen AI, data platforms, ERP systems (e.g., Workday, Salesforce), and agile methodologies.