Global Service Excellence Lead

1 day ago

Dublin, Dublin City, Ireland beBeeService Full time €100,000 - €120,000
Our organization is seeking a seasoned professional to take on the role of Service Strategy Lead. This position plays a vital part in driving service excellence and performance across our Shared Services Organization (SSO).The ideal candidate will have a strong track record of leading service management functions in a global, multi-functional environment. They should possess excellent communication and interpersonal skills, with the ability to effectively manage stakeholder expectations.In this role, you will be responsible for developing and owning the governance framework for SSO services operations. This includes defining structures, roles, and responsibilities as well as establishing clear accountability and decision-making processes.You will also set the performance framework for SSO services through the development of balanced scorecards, SLAs, and KPIs. Additionally, you will be responsible for performance management with vendors to ensure continuous improvement and delivery of contractual obligations.Other key aspects of this role include managing a specialist Quality Control resource focused on finance and internal control assurance, defining and maintaining a catalog of services provided by SSO services, and establishing SLAs with internal customers and stakeholders.As a Service Strategy Lead, you will play a critical role in ensuring that our services meet or exceed agreed-upon standards. You will work closely with senior leadership within SSO and the Business Units to drive interaction and engagement with business customers.Key qualifications for this role include a Bachelor's degree, 8+ years of relevant experience, preferably in a leadership capacity, and demonstrated experience of managing expectations of a broad senior stakeholder group.Additionally, you should have a proven track record of improving processes and implementing digital finance tools. Strong verbal and written communication skills, with the ability to communicate in fluent English, are essential.The opportunity to work in a hybrid model, combining onsite and remote work, is available.We celebrate diversity and welcome interest from a wide variety of candidates. We are committed to creating an inclusive environment where individual strengths make us stronger together.Required Skills and Qualifications:
  • Bachelor's degree
  • 8+ years of relevant experience, preferably in a leadership capacity
  • Demonstrated experience of managing expectations of a broad senior stakeholder group
  • Improvement mindset with demonstrated experience of digital finance tools and transformation
  • Strong verbal and written communication skills with the ability to communicate in fluent English
  • High attention to detail
  • Ability to work unsupervised, to work as part of a global team and to take responsibility for the prioritization and completion of tasks
  • Strong Excel, analytical and other digital systems skills
  • Ability to remain calm under pressure and instill confidence in end users
  • Eager to self-learn and take ownership of your career
Benefits:

We offer a range of benefits to support your well-being and help you achieve a better work-life balance.

Where and how you will work:

The opportunity will be based in Dublin, Ireland, with a requirement to be onsite each week with hybrid working arrangements available.

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