The Service Delivery Lead is an exciting career development opportunity foran experienced Finance & Accounting Lead, manager or a senior professionalwithin a leading global player.
The ServiceDelivery Lead is responsible for managing service delivery and relationshipwith nominated clients within the Group, supporting overall smooth andefficient operations within the Group by monitoring performance, facilitatingissue resolution and escalations.
Acting as aService Delivery Lead you will be a Business Partner managing performanceacross all process areas to designated clients, promoting collaboration throughtrust between SSC and its stakeholders in order to maintain high standards ofservice. The Role will involve a mixture of monitoringperformance (KPI's and SLA's) and ensuring consistency across the SSC,identifying performance improvement opportunities, and developing relationshipwith key Managers and SSC Partners to increase service level.
THE ROLE:
- Monitor activities between the SSC and designated Clients to ensure activities are inthe Service Management agreement, managing exceptions through the changecontrol and charge mechanisms,
- Lead customer relationship with designated Clients, acting as key point of contactwithin the SSC,
- Adhereand contribute to the Service Business Solution strategy for the SSC andpartake in the business support to the development of the long-term strategy for the SSC, in alignment with Global Business Services and Global HR policiesand principles,
- Manage monitoring and reporting of standard KPI's and operational PPIs for designated Clients, in collaboration with Process Managers and other relevant stakeholders
- Contributeto the implementation of programmes impacting KPIs/PPIs and SLAs and measuretheir results,
- Support the transition of designated Clients' processes into the SSC by ensuring thatthe service standards are adhered during Transition
The role will suit a finance or accounting professional with at least 5 years of previous experience in Service Management or SSC / BPO environment. You should have excellent communication and interpersonal skills, mixed with ability to buildand maintain trusting relationships with clients. We are looking for candidates with experience in monitoring and reporting performance, and service management measures.
You should have:
- Excellent business analytical skills to identify gaps and drivecontinuous improvement service and customer satisfaction
- Good understanding of ERP Accounting Systems ( SAP, ORACLE)
- Excellent language skills in English.
