IT Global Capability Center General Manager

OBJECTIVE:

The General Manager, IT Global Capability Center (GCC), is responsible for leading and developing the organization's strategic IT shared services and capability hub in Mexico City. This role will establish the GCC as a key contributor to the company's global technology agenda by delivering high-quality services, building scalable capabilities, driving operational excellence, and developing a strong technology talent pipeline.

The position serves as the senior leader for the GCC and acts as the primary interface between the center and global IT leadership. The role ensures alignment with global technology priorities while fostering a culture of innovation, accountability, collaboration, and continuous improvement.

KEY RESPONSIBILITIES:

GCC Leadership & Strategy

• Lead the overall strategy, growth, and operational performance of the IT Global Capability Center.
• Define and execute the GCC roadmap in alignment with global IT and business objectives.
• Position the GCC as a strategic partner delivering value beyond traditional shared services.
• Develop and maintain strong relationships with global IT executives and business stakeholders.
• Establish governance frameworks, performance metrics, and service delivery standards.

Service Delivery Excellence

• Ensure high-quality delivery across IT functions including:
• Infrastructure & Cloud Operations
• Cybersecurity Services
• Service Management
• Application Development & Support
• Data & Analytics
• Automation and AI capabilities
• Project Management and PMO services
• Drive continuous improvement initiatives to enhance productivity, quality, and customer satisfaction.
• Monitor and improve operational KPIs, SLAs, and service performance.

Talent Management & Capability Building

• Build, develop, and retain a high-performing technology workforce.
• Create a compelling employee value proposition to attract top technology talent in the Mexican market.
• Develop succession plans and career frameworks for technical and leadership talent.
• Foster a culture of learning, innovation, inclusion, and engagement.
• Partner with HR and business leaders on workforce planning and organizational development.

Financial & Operational Management

• Manage the GCC budget and workforce plan.
• Identify opportunities for cost optimization, standardization, and productivity improvement.
• Ensure effective vendor and partner management where applicable.
• Drive capacity planning to support current and future business needs.

Transformation & Innovation

• Support enterprise technology transformation initiatives.
• Expand automation, AI, and digital capabilities within the GCC.
• Promote innovation and the adoption of modern technology practices.
• Champion agile methodologies and continuous delivery approaches where appropriate.

Governance, Compliance & Risk

• Ensure compliance with corporate policies, security standards, and regulatory requirements.
• Partner with cybersecurity and risk teams to maintain a strong control environment.
• Establish effective governance and reporting mechanisms for GCC operations.

Leadership Expectations

The successful candidate will:

• Act as a strategic leader and change agent.
• Build strong partnerships across regions and functions.
• Lead through influence in a global and matrix organization.
• Drive accountability and performance excellence.
• Develop future leaders and technical experts.
• Create an inclusive, collaborative, and customer-focused culture.

Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or related field.
• Master's degree or MBA preferred.

Experience

• 12+ years of progressive IT leadership experience.
• Significant experience managing large shared service, capability center, or global delivery organizations.
• Proven experience leading diverse technology teams in an international environment.
• Experience working within matrixed global organizations.
• Strong understanding of IT operations, infrastructure, applications, cybersecurity, and digital technologies.
• Experience managing budgets, workforce planning, and operational performance.

Preferred Experience

• Experience within logistics, transportation, supply chain, or other global operational industries.
• Experience establishing or scaling a Global Capability Center or Shared Services organization.
• Exposure to outsourcing and global sourcing strategies.
• Experience supporting enterprise transformation programs.

Competencies

Business Acumen

• Strategic thinking
• Financial management
• Operational excellence
• Customer orientation

Leadership

• Executive presence
• Organizational development
• Talent management
• Change leadership

Technical & Delivery

• IT Service Management
• Cloud and Infrastructure Services
• Digital Transformation
• Data & Analytics
• Automation & AI
• Program Governance

Personal Attributes

• Collaborative and influential leader
• Results-driven
• Culturally agile
• Strong communicator
• High integrity and accountability