Director, Service And Performance Management

Overview

This role will ensure that GBFS delivers services that are efficient, scalable, knowledge-enabled and continuously improving. The Director will also own the function’s budget, ensuring resources are deployed effectively to support performance goals. While this role does not manage outsourced partners directly, it will work closely with the Director of Vendor Management (also under Enablement & Governance) to ensure performance alignment across all delivery channels.

Qualifications

• 10+ years of experience in service delivery, performance management, shared services, or workforce / quality operations
• Proven experience leading multi-functional teams, with a strong track record in quality, workforce, analytics, or KM
• Strong understanding of service delivery models in captive and global environments
• Ability to translate data into insights and business recommendations
• Strong budget management and organizational planning capabilities
• Exceptional collaboration and communication skills

Preferred Tools / Systems Experience

• Workforce management systems (e.g. Verint)
• Reporting tools (e.g., PowerBI, Tableau)
• KM platforms (e.g., SharePoint, Confluence, or equivalent)
• Quality monitoring tools and service management systems

What is expected of you and others at this level

• Provides leadership to managers and experienced professional staff; may also manage front line supervisors
• Manages an organizational budget
• Develops and implements policies and procedures to achieve organizational goals
• Assists in the development of functional strategy
• Decisions have an extended impact on work processes, outcomes, and customers
• Interacts with internal and / or external leaders, including senior management
• Persuades others into agreement in sensitive situations while maintaining positive relationships

Service Performance & Quality Oversight

• Develop and manage a GBFS-wide performance management framework across service lines
• Define and monitor SLAs, KPIs, and business outcome metrics
• Lead the quality assurance program and ensure integration with performance root cause analysis

Workforce Optimization & Planning

• Oversee workforce planning, forecasting, and real-time service monitoring
• Enable proactive staffing adjustments aligned with demand and service-level goals
• Drive improvements in productivity, utilization, and workforce efficiency

Performance Insights & Analytics

• Build and lead a performance insights team delivering executive-ready dashboards and trends
• Establish data-driven routines for surfacing service risks and opportunities
• Provide forward-looking views to inform operational and strategic decision-making

Knowledge Management

• Own the GBFS knowledge management strategy, tools, and governance
• Ensure SOPs, process documentation, and knowledge assets are current, accessible, and embedded in operations
• Partner with delivery and transformation teams to drive continuous learning and onboarding enablement

Change & Transformation Support

• Support the integration of GBS and GFSS into GBFS through standardized performance practices
• Drive continuous improvement initiatives through performance root cause data and best practice sharing
• Collaborate across operations, transformation, and vendor management teams to enable systemic improvements

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity / expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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