Overview
Are you ready to lead large-scale transformation within a global organization? At Gallagher, we’re seeking a Shared Services Implementation Consultant to join our Internal Consulting team. This role offers the opportunity to design and implement a Global Shared Services Hub, driving efficiencies, operational scalability, and standardized service delivery across multiple functions. You will partner with senior leadership and operational teams to build service models, process frameworks, and technology‑enabled solutions that elevate global service operations. How you'll make an impact Collaborate with senior leaders to define the future-state service delivery model, including service catalogs, operating models, tiering structures, governance frameworks, and organizational design for the Shared Services organization. Reengineer, document, and optimize end‑to‑end workflows to support scalable and efficient service delivery across regions and business units. Create reference materials (SOPs, desktop procedures, workflows, FAQs, job aids) to support the rollout and stabilization of the Shared Services operating model. Define and implement metrics, dashboards, and reporting mechanisms to measure service performance, productivity, quality, and continuous improvement. Conduct process assessments, identify improvement opportunities, and implement actionable solutions using Lean, Six Sigma, or similar methodologies. Partner with Technology, Finance, Operations, and other functional areas to ensure seamless integration and alignment of the global shared services strategy. Lead consulting workstreams, guide analysts/consultants, and ensure the quality and accuracy of deliverables across the project lifecycle. Support the implementation of Tier 0 and Tier 1 technologies—such as AI‑enabled knowledge bases, workflow automation, chatbots, and self‑service tools—to modernize service delivery. Monitor project milestones, risks, KPIs, and dependencies; provide regular updates to leadership and ensure successful execution of the transformation program. About you 6+ years of management consulting or shared services transformation experience, preferably with exposure to contact centers, global business services (GBS), or large-scale operational transformation. Advanced English Level (B2 conversational) Demonstrated success designing and implementing Tier 0, Tier 1, and Tier 2 support models, operating frameworks, and service delivery structures. Strong project and change management skills, with the ability to manage multiple stakeholders and cross‑functional initiatives. Advanced proficiency in PowerPoint, Excel, and Word for developing operating models, presentations, analytics, and documentation. Excellent communication and stakeholder‑management capabilities, with the ability to articulate complex concepts to senior leadership.Shared Services Senior Implementation Consultant • Lima, Peru
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