Job description
Global Service Portfolio Leader - Global Capability Centers
Role Summary:
The Global Service Portfolio Leader is responsible for developing new services, defining and executing the service market strategy, scaling service delivery, and managing service knowledge and insights. The Global Service Portfolio Leader will play a crucial role in shaping and enhancing our service offerings, guiding the team to achieve strategic outcomes, and developing the capabilities needed across Thoughtworks to deliver exceptional services at scale. They will provide the leadership and vision to drive the service development lifecycle and value realization.
Job responsibilities
- Develop New Services: Services should be developed in close collaboration with clients and Markets to solve a client business or industry problem. Service Definition: Defining and articulating the purpose, problem space and scope, and target audience of the service. Service Design / BluePrint:Mapping out the end-to-end process of service delivery, detailing customer interactions and internal workflows. Service Value Proposition (SLAs): Developing and specifying the unique benefits and value the service offers to customers, supported by measurable Service Level Agreements (SLAs).
- Service Pricing Strategy: Creating a pricing model and structure that determines the cost of the service, ensuring it is competitive and financially sustainable. Service Industry and Market Analysis: Research current industry trends, projections and competitive landscape to define total addressable market (TAM). This will require constant client and prospective client outreach to gain improved understanding of market demands. Define and Execute Service Market Strategy:Service Market Analysis: Conducting research and analysis to understand market trends, customer needs, and buying personas.
- Service Demand Enablement: Educating and driving awareness of services to the Demand (sales) organization empowering them to identify and secure future revenue opportunities among existing and potential customers. Service Demand Asset Development and Acceleration: Creating and enhancing sales assets and pursuit materials to reduce the cost of pursuits and improve closure rates. This may require hands-on participation on early stage pursuits to validate pursuits materials and techniques prior to scaling.
- Service Marketing & Promotion: In collaboration with the Marketing team, executing targeted marketing and promotional activities to effectively reach and engage the target audience. Service Publication and Awareness: Producing and disseminating thought leadership content to build brand authority and attract inbound interest from potential customers.
- Scale Service Delivery: Service Delivery Asset Development and Adoption: Creating and implementing assets and resources to reduce time to value for clients and support effective service delivery, and encouraging their adoption by relevant stakeholders. Assets can include playbooks, assessment frameworks, working software and tools, software starter kits etc and in principle should not be developed without a core charter client that values it.
- Service Maturity and Evolution / Continuous Improvement: Continuously enhancing and evolving the service to improve its effectiveness and meet changing customer needs. Archetype Definition and Capability Modeling: Defining career archetypes and mapping the capabilities required to deliver each service effectively.
- Service Capability Development / Service Academies: In collaboration with the DEC and L&D, developing and enhancing the skills and capabilities needed to deliver the service through structured training programs and academies. Service Partnership Development: In collaboration with the Partnerships team, establishing and nurturing partnerships that enhance service delivery and expand the service’s reach, capabilities, and pipelines.
- Manage Service Knowledge & Insights: CRM Tagging: Implementing and managing a system for tagging and categorizing customer pursuits and service data within the CRM to enhance organization and retrieval. Service Financial Tracking & Reporting: Monitoring and analyzing service financial performance, and generating reports to inform decision-making and ensure financial profitability.
- Service Case Studies: Developing detailed case studies that document and highlight successful service implementations and outcomes. Service Knowledge Management: Creating, organizing, and maintaining a repository of knowledge, case studies, and accelerators to support efficient service pursuits and delivery.
Job qualifications
Technical Skills
- Proven Expertise in Global Delivery Models You have deep experience in designing, establishing, or advising on global or distributed delivery models, including nearshore, offshore, and hybrid setups. You understand the strategic, operational, and cultural considerations of running global capability centers at scale.
- Track Record of Building or Scaling GCCs You’ve successfully led or consulted on the creation or transformation of Global Capability Centers or similar delivery hubs. You can speak credibly about site selection, talent strategy, governance, technology enablement, and performance management across geographies.
- Strategic Consulting and Advisory Acumen You have experience working with C-level stakeholders to define operating models, evaluate sourcing strategies, and align global delivery capabilities with business goals. You know how to translate strategy into actionable roadmaps.
- Commercial and Market Orientation You understand how to turn service concepts into go-to-market offerings. You are comfortable working with sales teams, shaping proposals, crafting value propositions, and speaking to business impact in both technical and executive conversations.
- Operational Leadership in Complex Environments You’ve led multi-disciplinary teams in complex, matrixed environments, ideally within or for large enterprises. You understand how to navigate global operations, internal politics, and stakeholder alignment to drive outcomes.
- Strong Communication and Influence Skills You are a compelling communicator who can earn trust with clients, cross-functional teams, and internal leadership. You’re comfortable presenting strategies, business cases, and delivery models to both technical and non-technical audiences.
- Change and Transformation Mindset You thrive in ambiguous environments and can guide organizations through change. You bring a transformation lens to your work, focusing on long-term capability-building—not just delivery cost reduction.
- Global Mindset and Cultural Awareness You have a global perspective and experience working across diverse cultures, time zones, and organizational norms. You are adept at building high-trust relationships across borders.
- Preferred: Experience in Technology Consulting or Systems Integration Prior experience at a technology consultancy or systems integrator is highly valued, particularly if you’ve contributed to the design or commercialization of new services or offerings.
- “Must have built GCC service offering from ground up”.
Professional Skills
- Entrepreneurial and strategic.
- Pragmatic.
- Client-first, outside-in perspective.
- Leadership through a balance of influence and leverage.
- Ability to lead across cultures.
- Collaborative.
Other things to know
Learning & Development
There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys.
About Thoughtworks
Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who are revolutionizing tech. As a leading technology consultancy, we’re pushing boundaries through our purposeful and impactful work. For 30+ years, we’ve delivered extraordinary impact together with our clients by helping them solve complex business problems with technology as the differentiator. Bring your brilliant expertise and commitment for continuous learning to Thoughtworks. Together, let’s be extraordinary.
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