Head | Service Management  

The role is responsible to drive strategy and operations of Service Management for SSC. It is responsible for the quality, cost, and timeliness of all service delivery, ongoing business alignment and executive communication and strategic collaboration. This position will leverage experience with proven methodology, tools and service management best practices to lead the team and ensure that all service management functions and operational services are effectively managed and maintained to meet business needs.

The Service Management Head reports directly to the Managing Director of the Shared Service Center (SSC).

Principal Responsibilities

• Business Integration - Transition
  • Responsible for service migration activities, new process, and system implementations
  • Gathers requirements of various activities prior to transition or migration, including service mapping and business case development
  • Oversee business case development, change management, and service integrations or migrations, and project accounting
  • Responsible for incorporating new services into the service catalog and service delivery model

• Business Integration - Service Governance
  • Responsible for managing key strategic relationship with customers and conducting account planning and contract management discussions
  • Oversee client account management, service portfolio management, service contract management, and budget, pricing, and billing management.
  • Develop and drive implementation of the service management strategy and associated business processes across the shared service organization
  • Develop process strategy and build stakeholder buy-in
  • Accountable for building and publishing the service catalog
  • Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed and published

• Business Integration - Strategy
  • Handle system re-engineering and continuous improvement across all shared services functions
  • Ensure submission and monitoring of balanced scorecards and dashboards
  • Manage business continuity and risk management across all units
  • Support management committee in direction and goal-setting on strategy and operations
  • Provide tactical and strategic recommendations based on established KPIs

• Center of Excellence
  • Responsible for day to day incidence management, service reporting, capacity planning, and non-compliance interventions
  • Successfully transforming the shared services organization by delivering best practices supporting Service Management and overall Operations Service Delivery
  • Lead in the areas of service transformation, service management, performance metrics and reporting
  • Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, and other Service Management processes
  • Develop performance measures, measure performance, and consistently report metrics
  • Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders
  • Oversee cross-process compliance and design coordination within the operations team and cross-functionally throughout the service units
  • Interface with other teams to ensure joined up and coordinated strategy to meet service management goals and objectives
  • Prepare reporting packs and participate in service review meetings
  • Conduct customer satisfaction survey
  • Ensure resolution of audit findings and coordinate with SSC units on possible interventions

• Data Management
  • Overall management of people and process of MR/PR and continuously conceptualizing and implementing process improvements in the group
  • Oversee data administration within the scope of the shared service systems

• Bachelor’s degree in Business Administration, Industrial Engineering, Accountancy or related field or equivalent work experience
• 10+ years of relevant technical, functional and managerial experience; 5 years of which in a leadership role
• Knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes
• Six Sigma Certification is preferred but not required
• Demonstrated experience in leading large-scale process improvement and organization change initiatives
• Proven expertise and overall responsibility in customer service, back office operations, performance and new generation capabilities
• Excellent presentation, time management, and partnering skills
• Technical competence (understand service offerings, etc.)
• Motivated, goal oriented, persistent and a skilled negotiator
• High level of initiative and work well in a team environment
• Handles stressful situations and deadline pressures well
• Plans and carries out responsibilities with minimal supervision