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Description
Who is ERM? ERM is a leading global sustainability consulting firm, committed for nearly 50 years to helping organizations navigate complex environmental, social, and governance (ESG) challenges. We bring together a diverse and inclusive community of experts across regions and disciplines, providing a truly multicultural environment that fosters collaboration, professional growth, and meaningful global exposure. As a people-first organization, ERM values well-being, career development, and the power of collective expertise to drive sustainable impact for our clients—and the planet. Introducing our new Global Delivery Centre (GDC) Our Global Delivery Centre (GDC) in India is a unified platform designed to deliver high-value services and solutions to ERM’s global clientele. By centralizing key business and consulting functions, we streamline operations, optimize service delivery, and enable our teams to focus on what matters most—advising clients on sustainability challenges with agility and innovation. Through the GDC, you will collaborate with international teams, leverage emerging technologies, and further enhance ERM’s commitment to excellence—amplifying our shared mission to make a lasting, positive impact. Job Objective To lead the strategic development and operational execution of the Global Delivery Centre (GDC), driving its transformation into a next-generation global delivery model supporting ERM’s consulting business. This role will have primary responsibility for the set up and delivery of all consulting service delivery that occurs out of the GDC. It is central to our global delivery transformation — enabling high-quality, scalable, and innovative support for consulting services delivery across ERM. The ideal candidate combines operational rigor, a deep understanding of consulting work, and the ability to lead and inspire cross-functional teams in a fast-paced, high-growth environment. Key Accountabilities & Responsibilities The Head of GDC - CS will be responsible for building and leading the Consulting Support Services (CS) delivery capability within ERM’s Global Delivery Centre (GDC). This role will ensure that CS services are delivered with excellence, innovation, and consistency, in alignment with ERM’s consulting priorities and client delivery standards. The leader will establish the CS delivery operating model, manage performance governance, foster collaboration with global and regional consulting leaders, and drive continuous improvement across services supported by GDC - CS. Key Responsibilities are: Strategic Leadership: Define and execute the vision for delivering consulting excellence through the GDC, building a scalable, future-ready operating model to support evolving consulting services needs in partnership with regional consulting leadership. Align CS service delivery outcomes with ERM’s global consulting priorities, while collaborating with Business enablement and Commercial COE functions as needed to support effective consulting delivery.. Lead transformation initiatives to enhance efficiency, scalability, and innovation. Set Up and Strategy Establish and scale the India-based delivery center from the ground up — including org structure, infrastructure, and initial hiring. Collaborate with global and regional consulting leaders to define delivery scope, priorities, and target capabilities. Contribute to the design of a scalable operating model aligned with quality, efficiency, and growth goals. Provide input and insights to the development of pricing and deployment strategies for consulting services delivery in collaboration with the Head of NGD CS, Head of Services, Finance, and regional leadership. Operational Excellence: Develop and manage SLA/KPI frameworks for consulting service delivery. Monitor and enhance process workflows, ensuring alignment with regional and global business needs. Contribute to the definition of optimal delivery models (onshore/offshore, resource mix) to enable scalable, cost-effective consulting services support. Lead governance and reporting for operational performance, providing actionable insights to stakeholders. Stakeholder Management: Serve as a primary interface for service leads and regions. Facilitate communication, manage escalations, and ensure alignment on priorities. Innovation and Transformation: Champion next-generation delivery methods, leveraging Gen AI, data platforms, and ERP integrations. Foster a culture of continuous improvement and proactivity. Identify and mitigate risks, ensuring resilience and scalability of operations. Team Leadership: Build and mentor a high-performing team aligned with GDC’s ethos of empathy, collaboration, and accountability, and capable of supporting both internal operations and high-quality consulting services delivery. Provide matrix leadership to CS Service Line Leads within the GDC structure — responsible for fostering consistent delivery standards, performance management, and governance of consulting services support while enabling functional reporting to regional consulting leadership for project execution. Oversee recruitment, training, and functional handovers to ensure readiness for operations. Promote a culture of ownership, boldness, and data-driven decision-making. Project and Program Management: Oversee the execution of transformation projects from ideation to completion. Ensure timelines, budgets, and deliverables are met while maintaining quality standards. Document lessons learned and drive continuous improvement cycles. Service Vertical Ownership: Opportunity to own and scale specific consulting service verticals within the GDC operating model as maturity grows, collaborating with global and regional consulting leaders. Influence And Decision Making Authority Strategic Vision: Develop and execute strategies for the GDC, establishing it as a next-generation global delivery model that drives operational excellence, scales consulting services delivery support, and collaborates with Global Service Leaders to create differentiated client solutions. Operational Excellence: Oversee day-to-day operations, ensuring SLA and KPI adherence while optimizing workflows to enhance service delivery and scalability. Change Management: Use influence and leadership to drive adoption of new processes, scale GDC services, and manage organizational change across global teams. Stakeholder Collaboration: Partner with global and regional leaders to align GDC initiatives with business goals, resolve escalations, and deliver measurable outcomes. Leadership and Empowerment: Inspire and guide cross-functional teams, promoting a culture of accountability, innovation, and excellence within the GDC. Governance and Compliance: Establish governance frameworks, ensure compliance with ERM policies, and provide transparent reporting to stakeholders. Shape and manage the CS delivery operating model within the GDC, providing matrix leadership for CS Service Line Leads and driving accountability for service delivery KPIs in alignment with the Head of NGD CS, Global Service Leaders, and regional consulting leadership. Job Requirements & Capabilities Qualifications: # Bachelor’s degree in humanities, science or engineering or a related field; MBA or equivalent preferred. 15+ years of experience in shared services, global delivery centers, or operational excellence roles. Focus on professional services firms and client service delivery, ideally in sustainability consulting Proven track record in leading transformation initiatives in a global organization i.e. more specifically with experience of building a scaled capability and re-engineering existing service delivery models Strong knowledge of SLA/KPI frameworks, governance, and reporting mechanisms. Experience in managing cross-functional teams and large-scale projects. Familiarity with Gen AI, data platforms, ERP systems (e.g., Workday, Salesforce), and agile methodologies. Show more Show less
