Pawel Kalinowski

Head of GBS Strategy and Service Management Organon

I am a GBS and Enterprise Services leader with experience building and scaling service organizations across companies, industries, countries, and maturity stages. My work sits at the intersection of operating model design, enterprise function knowledge, service management, Lean leadership, workflow-enabled execution, and practical technology adoption.
My career has taken me from Poland to Germany and now to the United States, with leadership experience across GE, Shell, Colgate-Palmolive, adidas, and Organon. Across those roles, I have worked in transformation-intensive environments where GBS had to improve cost, control, scalability, service experience, and business execution.

At Organon, my recent work has focused on maturing a broad, multi-function GBS environment by building foundational management-system capabilities: enterprise taxonomy, service catalog, KPI framework, stakeholder model, ServiceNow roadmap, and service management governance. I also serve as business owner for ServiceNow-enabled service transformation, moving service delivery from fragmented channels toward structured workflow, self-service, measurable SLAs, and stronger automation and AI readiness.

Workshops & Main Day One, Tuesday, September 15, 2026

4:55 PM Panel | Fit-for-Purpose GBS: Rethinking Operating Models for Agility, Scale, and Local Responsiveness

The “right” GBS operating model doesn’t exist in a vacuum, it’s shaped by your services, your markets, your stakeholders, and your digital maturity. Yet many organizations still wrestle with “model confusion” (GCC vs. GBS vs. SSC vs. hybrid), unclear governance, and competing demands for global standardization and local flexibility. GBS leaders who’ve faced these challenges head-on will share how they’ve redesigned, repositioned, and rebranded their models to meet evolving business expectations, while navigating governance complexity, stakeholder skepticism, and the relentless push for service expansion. We will discuss:

Naming & Framing: Why clarifying your model (GCC, GBS, SSC, hybrid) matters for stakeholder engagement
Agility vs. Scale: Balancing local responsiveness with enterprise-wide standardization
Governance Simplified: Strategies for reducing role ambiguity and making decision rights clear
Model Transitions: Lessons learned in shifting from one structure to another (e.g., SSC to GBS, centralized to hybrid)
Digital Alignment: Ensuring your model accelerates—not slows—technology adoption and AI-enabled services
Change Management Realities: Winning stakeholder buy-in and overcoming resistance
Future Outlook: Why federated and platform-based approaches may dominate the next wave of GBS

Check out the incredible speaker line-up to see who will be joining Pawel.

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