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WHO YOU’LL WORK WITH

The Vice President, TSG Global Operations is responsible for aligning Bain’s Global Help Desk, IT... Operations, and Employee Experience Enablement teams with the firm’s global strategy and customer experience objectives. This organization includes between 150 – 200 regional and global TSG team members.

The Vice President oversees global IT Service Management (ITSM) and operations, ensuring the consistent availability and reliability of products and services while proactively addressing the organization’s evolving internal business needs.

WHAT YOU’LL DO

The Vice President will accomplish the above by:
• Developing a holistic strategy to enable consistent ITSM best practices.
• Defining and formalizing the TSG operations function, executing on product operational activities such as patching, monitoring, backup & recovery, data center management, and application support.
• Serving a critical role in Bain’s IT incident response process by acting as a central point for immediate triage, mobilizing support teams, TSG leadership, and broader Bain crisis response teams.
• Ensuring a seamless customer experience by establishing Bain’s L2 support function and defining an L0-L2 escalation path to ensure clear handoffs among cross-functional TSG support teams across the globe.
• Providing visibility into TSG’s operational efficiency.

The VP is a highly collaborative leader with a record of building effective organizations that can execute on a compelling vision, aligned with the firm’s corporate objectives, to drive the next phase of growth and profitability.

KEY RESPONSIBILITIES

Delivery and Integration
• Drive the adoption and integration of new tools, technologies, and processes across the entire global TSG function to enhance service delivery and operational efficiency.
• Ensure the development of a strong program-driven organization with processes in place to support planning, function-specific budget creation and execution of IT projects.
• Provide clear and frequent communication to the executive team on operational technology performance, project delivery and budget adherence.
• Continue the development of a customer focused, cost-effective and highly responsive support organization for 24x7 global support across all regions.
• Engage with key stakeholders across the organization to ensure alignment on integration efforts and to gather input for optimizing service delivery and operational outcomes.
• Implement robust change management strategies to ensure smooth transitions when adopting and integrating new tools, technologies, and processes, minimizing disruption to ongoing operations.

Quality Control / Maintenance/Optimization of Platforms and Systems
• Continuously review and refine quality control processes to ensure they remain aligned with industry standards and adapt to changing business and customer needs.
• Direct global team towards strong focus on achieving and maintaining high levels of customer satisfaction through consistent service excellence.
• Develop and implement customer feedback mechanisms and use insights to drive service improvements.
• Serve as an escalation point for critical situations, develop a global response and communications plan for TSG services, ensuring timely and effective resolution.
• Implement proactive monitoring and diagnostic tools to identify and mitigate potential issues before they impact service availability and reliability.
• Collaborate with cross-functional global teams to ensure that quality control and system optimization efforts support overall business objectives and drive integrated service delivery.

Strategy and Planning
• Lead and implement strategic plans for the Help Desk, Operations and Employee Experience Enablement teams to improve service delivery, enhance user experience, and ensure complete alignment of goals and priorities between IT and the business.
• Partner with senior firm stakeholders to assess the current and future needs of the entire organization, and translate this understanding into practical systems recommendations, acting as a visionary to facilitate strategic solutions and help drive innovation.
• Oversee the development of policies, procedures, and best practices for the Help Desk, Operations services, and Employee Experience Enablement teams across the globe.
• Leverage, and optimize existing systems as well as recommend new approaches/technologies to monitor key performance metrics, analyze trends, and implement strategies to improve operational efficiency and effectiveness.
• Assess current support organization and staff, making adjustments and changes to improve IT effectiveness and create an optimal go-forward delivery model.
• Develop a strong and lasting partnership across the entire global organization with key business leaders, ensuring consistent and open communication.

Innovation
• Stay current with industry trends and emerging technologies to drive innovation and continuous improvement, ensuring the organization remains competitive and adaptable.

Team Leadership and Budget Management
• Lead, mentor, and develop a high-performing team of Help Desk and Operations professionals.
• Foster a culture of excellence, continuous improvement, and customer-centricity.
• Create budgeting templates, communicate plans to regional CFOs annually, and manage the Help Desk and Operations budget to ensure efficient use of financial and human resources.
• Monitor expenditures, manage and evaluate vendor relationships, and negotiate contracts to optimize service delivery and ensure cost-effectiveness within budgetary constraints.
• Identify cost-saving opportunities and implement measures to achieve financial targets.
• Lead the team through organizational and technological changes, ensuring smooth transitions and maintaining high performance.

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ABOUT YOU
• Ability to develop and execute strategic plans that align with organizational objectives and drive operational efficiency.
• Proven ability to lead and manage organizational change, ensuring smooth transitions and minimal disruption.
• Strong financial acumen, including budget management and resource allocation to optimize operational performance.
• Ability to articulate ideas clearly to both technical and non-technical audiences, with demonstrated skill in influencing, guiding, and facilitating communication with internal and external clients.
• Ability to think critically and creatively, improving existing processes and developing new ones, while leveraging strong interpersonal skills and lateral leadership to resolve complex issues collaboratively across regions.
• Ability to motivate in a team-oriented, collaborative environment.
• Expertise in vendor and contract management to ensure cost-effective and high-quality service delivery.
• Leadership in managing and directing teams across various regions and departments within IT and Operations.
• Proven track record in IT/Operations management, with significant experience leading global initiatives and driving operational excellence.
• Expertise in managing customer support organizations and implementing IT Service Management (ITSM) processes, including frameworks like ITIL.
• Skilled in leveraging ITSM systems and data analytics to optimize service delivery and enhance operational performance.
• Experience in fostering cross-functional collaboration to align IT initiatives with broader business strategies.
• Proficient in leading and managing departmental budgets, ensuring financial performance aligns with organizational targets.
• Demonstrated success in driving change management, organizational transformations, and continuous improvement within IT/Operations.
• In-depth knowledge of IT governance, compliance, and the development of IT/Operations policies and procedures to ensure regulatory adherence and operational consistency.
• Strong background in developing and executing strategic plans that drive measurable improvements in service delivery and operational efficiency.
• Competence in developing and managing vendor relationships, with a focus on optimizing costs and maintaining high-quality service delivery.

Extensive experience in driving innovation across multiple platforms and systems, fostering a culture of continuous improvement and technological advancement.

You will also possess a bachelor’s degree or an equivalent combination of education, training, and experience.

ABOUT US

Bain & Company is a global consultancy that helps the world’s most ambitious change-makers define the future.

Across 65 cities in 40 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition, and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes. Our 10-year commitment to invest more than $1 billion in pro bono services brings our talent, expertise, and insight to organizations tackling today’s urgent challenges in education, racial equity, social justice, economic development, and the environment. We earned a platinum rating from EcoVadis, the leading platform for environmental, social, and ethical performance ratings for global supply chains, putting us in the top 1% of all companies. Since our founding in 1973, we have measured our success by the success of our clients, and we proudly maintain the highest level of client advocacy in the industry

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