Senior Director, Global Service Delivery and Operations

CGIAR At any location across one of CGIAR’s Centers in the Global South, - None Specified -

About CGIAR 

CGIAR is a global research partnership for a food secure future dedicated to reducing poverty, enhancing food and nutrition security, and improving natural resources. One CGIAR is a dynamic reformulation of CGIAR’s partnerships, knowledge, assets, and global presence, aiming for greater integration and impact in the face of the interdependent challenges facing today’s world. As One CGIAR, scientific innovations for food, land and water systems can be deployed faster, at a larger scale, and at reduced cost, having greater impact where they are needed the most. This will provide its beneficiaries around the world with more sustainable ways to grow, catch, transport, process, trade, and consume safe and nutritious food. 

You can learn more at https://www.cgiar.org/.


Role Purpose

CGIAR’s new People and Culture Group delivers integrated strategic, specialist, and operational services that are aligned with global standards. It does so through cutting edge-policies, approaches, guidance and tools that attract, onboard, develop, motivate, and retain a talented, diverse, engaged, high-performing and innovative workforce in fair, safe and well workplaces.

The Senior Director for Global Service Delivery and Operations is responsible for bringing together our diverse ways of delivering people-related services, setting the standards and for the delivery of world-class, inclusive and efficient global People and Culture shared services, to support management and staff in their day-to-day business operations. Such services will be aligned to and supportive of business objectives and delivered within a framework of policies, standards, guidance, and tools developed by the People and Culture Specialized teams.

In the context of the One CGIAR transition, the Senior Director leads the design and implementation of an efficient People and Culture service delivery model that is responsive to the needs of CGIAR’s people and programs. Working in close collaboration with Group and Center leadership, and in partnership with other P&C departments, the Senior Director facilitates the delivery of world-class services aiming for the elimination of duplication, realization of economies of scale, and shared policies and ways of working, ensuring seamless service delivery during the transition. This will include the setting of Service Level Agreements and Key Performance Indicators. 

This exciting opportunity offers the incumbent the opportunity to build on the successes achieved in the past two years and create lasting and meaningful impact within CGIAR by further advancing the professionalism and efficiency of CGIAR’s people-related services around the world, taking the best of internal practices and further enhancing them to become shared, world-class ways of thinking and working.


Duties and Responsibilities

  • Oversee CGIAR’s People and Culture global Service Delivery and Operations department ensuring efficient, inclusive and world-class delivery aligned to organizational priorities and direction, including recruitment and onboarding, contract and benefits administration, payroll, training and career advice, relocation and mobility, employee relations, social security, occupational health and safety, and separation.
  • Lead the design and execution of a People and Culture global service delivery model that is efficient and responsive to the needs of CGIAR’s people and programs, and supports a global workforce staff deployed in more than 100 countries.
  • Identify opportunities to advance People and Culture global and regional shared services and oversee their implementation, including the use of cost-benefit analysis during implementation to transition the organization into more cost-effective practices that promote the seamless integration and delivery of services.
  • Build and mentor the Global Service Delivery and Operations regional, multi-country and country teams, developing and expanding capabilities, promoting collaboration, knowledge sharing, and the attainment of the established service delivery quality metrics, motivating and empowering the team to achieve excellence.
  • Showcase CGIAR People & Culture Global Services and Operations approaches and their positive impact on business objectives, promoting its work with external stakeholders, building organizational reputation and brand.
  • Disseminate and educate managers and staff on People and Culture policies, standards, and guidelines, and provide feedback to global specialist teams on the efficacy and impact of policies on business operations to ensure consistency in implementation and to inform policy reviews or the development of new policies.
  • Create and drive strong internal communication channels to engage internal stakeholders (leadership and staff) for outreach and collaboration, as well as multiple feedback channels to understand and align needs and opportunities for continuous services improvement.
  • Develop and oversee the implementation of a CGIAR's People and Culture service delivery accountability framework and Service Level Agreements, with KPIs linked to organizational strategy and objectives.
  • Set service delivery quality standards globally, regionally, and in-country, to ensure services are supportive of business objectives and are delivered in a cost-effective manner.
  • Integrate innovative approaches and evaluation/monitoring mechanisms of service delivery in response to evolving organizational needs and best practices

Education, Qualifications & Experience

Education and Experience 

  • Degree in human resources, business administration/management, organizational development, industrial relations or related fields.
  • Extensive experience in overseeing the effective and efficient delivery of the full range of People and Culture Services in complex, geographically dispersed and multicultural organizations, including experience in the design and implementation of shared services models.

Key Competencies

  • Proven track record of designing and delivering world-class People and Culture services in complex, geographically dispersed and multicultural organizations.
  • In-depth knowledge of People and Culture shared services models and understanding of the challenges and opportunities related to the implementation of such models, couple with excellent change management skills.
  • Demonstrated experience in developing and tracking standards, metrics and KPIs for measuring the quality and impact of People and Culture services, coupled with strong analytical and data-driven decision-making skills.
  • In-depth knowledge and understanding of how technology can be leveraged to streamline processes and provide cost effective, world-class services that meet the needs of the clients.
  • Proven ability to solve complex People and Culture management problems, modelling maturity, integrity, initiative, and discretion.
  • Proven ability to integrate, inspire and develop multidisciplinary teams and manage talent, with the strong commitment to promote diversity, knowledge sharing, and staff development.
  • Ability to effectively communicate a common vision to diverse internal and external stakeholders
  • Excellent interpersonal and relationship-building skills and ability to work collaboratively with people at all levels in a decentralized, respectful, multi-cultural, multi-disciplinary organization.
  • Demonstrated ability to serve as an agent of change for a shared CGIAR culture and dynamic, integrated and agile organization.
  • Uphold the highest ethical standards by inspiring trust and treat all people with respect and personal integrity.


  • Fluency in English is essential to communicate in writing and speaking.

Terms of Appointment              

The successful candidate will be offered a 3-year contract which may be renewable subject to its terms, remunerated at the CG-13 level on the CGIAR salary scale (UN-D1 equivalent).  Confirmation of the contract is subject to a probationary period of one year.

CGIAR is committed to fostering diversity and inclusion. We recognize and value the multiple, intersecting dimensions of social and professional diversity in their global workforce and seek to sustain and further enhance it.


Role Location

At any location across one of CGIAR’s Centers in the Global South.

How to Apply

If you wish to be considered for this position, please send the most recent English version of your CV to [email protected]. All information will be treated in the strictest confidence as we pride ourselves on our professional service.

SRI Executive is exclusively retained by CGIAR to undertake this assignment.