Chief General Services Officer

Job description / Role

About This Role

• Lead our centralized shared services organization as Chief General Services Officer, overseeing HR, IT, Procurement, and Administrative functions that support our entire business ecosystem. You'll be responsible for delivering efficient, high-quality services that enable our business clusters and 15 portfolio companies to thrive. This role combines operational excellence with customer service focus, treating our internal teams as valued clients.

What You'll Do

Service Excellence & Customer Focus

• Develop and manage comprehensive Service Level Agreements (SLAs) for all shared services functions
• Build a customer-centric culture within shared services teams, focusing on internal client satisfaction
• Partner with business clusters and portfolio companies to understand their evolving service needs
• Implement feedback mechanisms and continuous improvement processes based on internal customer input

Operational Leadership & Efficiency

• Manage the overall budget and operational efficiency of shared services across HR, IT, Procurement, and Admin
• Drive cost optimization initiatives while maintaining or improving service quality
• Leverage technology and automation to enhance service delivery and reduce manual processes
• Establish key performance metrics and regularly report on service delivery performance

Digital Transformation & ERP Implementation

• Serve as executive sponsor for the implementation of our new Group ERP system
• Lead the transformation of shared services through technology adoption and process improvement
• Coordinate cross-functional teams to ensure successful system integration and user adoption
• Manage vendor relationships and ensure project delivery within timeline and budget parameters

Strategic Partnership & Collaboration

• Work closely with C-Suite executives and General Managers to align shared services with business objectives
• Balance efficiency goals with service quality to support business growth and operational needs
• Lead change management initiatives to improve service delivery across the organization
• Foster collaboration between shared services teams and business units

Essential Experience

• 6+ years in senior leadership roles managing multi-functional shared services organizations
• Experience overseeing HR, IT, procurement, or administrative functions in complex business environments
• Track record of successfully managing large-scale business transformation or technology implementation projects
• Experience working in organizations with multiple business units or portfolio companies

Project & Technology Leadership

• Proven experience leading ERP implementations or major system transformations
• Understanding of shared services best practices and service delivery models
• Experience with vendor management and complex project coordination

Core Competencies

• Shared services management with understanding of service delivery optimization and SLA development
• Process improvement experience including automation, efficiency initiatives, and quality enhancement
• Project management capabilities particularly for large-scale technology implementations
• Vendor and stakeholder management across multiple internal and external relationships
• Budget management with focus on cost optimization and value delivery

Personal Attributes

• Customer service mindset with focus on internal client satisfaction
• Collaborative leadership style that builds strong cross-functional relationships
• Process-oriented approach balanced with flexibility to meet business needs
• Strong communication skills for influencing without direct authority
• Technology-forward thinking with interest in leveraging automation and digital solutions
• Problem-solving mindset with ability to balance competing priorities and demands

About the Company

With over decades of expertise, KBN Group Holding is a leading name in Qatar’s private sector. KBN Group Holding offers an array of opportunities for our customers to prosper and grow.

Using technological advancements and sustainable solutions, we have continued to generate intrinsic value for businesses and increase investment opportunities by providing top-quality business solutions to our clients.