Delivery Excellence Leader

7 days ago

Dublin, Dublin City, Ireland beBeeService Full time €90,000 - €120,000
Senior Manager Service Delivery

This role serves as the primary interface between Shared Services and Business Process Outsourcing (BPO) partners. The Senior Manager ensures service excellence by meeting contractual obligations, identifying stakeholder needs, and responding to them while continuously improving performance.

The role works alongside SSC Functional Leads to deliver seamless services to the organization. This position is responsible for owning the design, operation, and continuous improvement of the overall governance model, service delivery Service Level Agreements/Key Performance Indicators (SLAs/KPIs), BPO vendor management including contract and change management, service catalogue, and recharge model to the business.

Key Responsibilities:

  • Determine the service strategy for the SSC organization and drive performance against this strategy. Act as the interface between Functional Leads and the overall SSC Lead to ensure high service standards are met and drive issue resolution.
  • Develop and own the governance framework for SSC Services operations, including defining structures, roles, and responsibilities as well as defining meeting purpose and cadence.
  • Establish clear accountability and decision-making processes within the governance framework.
  • Establish a performance framework for SSC Services through the development of a balanced scorecard, SLAs, and KPIs.
  • Manage relationships with Vendors to ensure continuous improvement, innovation, and delivery of contractual obligations.
  • Supervise a specialist Quality Control resource focused on finance and internal control assurance across all SSC Service functions.
  • Define and maintain a catalog of services provided by SSC Services and design value-add, business unit, and service recharge models based on best practices.
  • Lead incident reporting processes for business-impacting escalated service incidents and recurring issues.
  • Establish SLAs with internal customers and stakeholders to define service expectations and commitments.
  • Monitor and track performance against SLAs to ensure service delivery meets or exceeds agreed-upon standards.
  • Evaluate and define the interaction model and governance structure to ensure contractual obligations are met.
  • Ensure the issue resolution process is being followed between Functional Leads and BPO partners. Review escalations from Functional Leads and support their resolution.
  • Drive interaction with senior leadership within SSC and Business Units.
  • Develop strategies and approaches to engage with business customers.
  • Bring best practices and external perspectives to the development/enhancement of service delivery practices and programs.
  • Embed a Global Process Ownership (GPO) model across the business realizing incremental business value.
  • Conduct assessments, implement, maintain, and expand frameworks and governance structures including but not limited to SSC Value and Customer Experience, Business Intelligence, Service Delivery, Service Management, Service Design, Service Transition, and Operational activities.

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