Global Service Strategy Manager

1 week ago

Dublin, Dublin City, Ireland beBeeStrategist Full time €100,000 - €120,000
Service Excellence Leader

This role is a pivotal link between the Service Centre and Business Units.

Key responsibilities include:

  1. Setting the service strategy for the SSC organization and driving delivery against this strategy, ensuring seamless collaboration with Functional Leads and overall SSC Lead to meet high service standards.
  2. Developing and owning governance frameworks for SSC Services operations, defining structures, roles & responsibilities, and meeting purpose and cadence.
  3. Establishing clear accountability and decision-making processes within governance frameworks.
  4. Designing performance frameworks for SSC Services through the development of balanced scorecards, SLAs, and KPIs.
  5. Managing specialist Quality Control resources focused on finance and internal control assurance across all SSC Service functions.
  6. Defining and maintaining catalogs of services provided by SSC Services and designing value-add, business unit, and service recharge models based on best practices.
  7. Leading incident reporting processes for business-impacting escalated service incidents and recurring issues.
  8. Establishing SLAs with internal customers and stakeholders to define service expectations and commitments.
  9. Monitoring and tracking performance against SLAs to ensure service delivery meets or exceeds agreed-upon standards.
  10. Evaluating and defining interaction models and governance structures to ensure contractual obligations are met.
  11. Ensuring issue resolution processes are followed between Functional Leads and BPO partners. Reviews escalations from Functional Leads and supports their resolution.
  12. Driving interactions with senior leadership within SSC and the BUs.
  13. Defining strategies and approaches to engage with business customers.
  14. Bringing best practices and external perspectives to the development/enhancement of service delivery practices and programs.
  15. Embedding GPO models across the business, realizing incremental business value.

The skills you will bring to the team include:

  • Bachelor's Degree (essential)
  • 8+ years relevant experience, preferably leading a Service and Vendor Management function in a global multi-function GBS centralized organization with BPO involvement
  • Demonstrated experience managing expectations of a broad senior stakeholder group critically
  • Improvement mindset with demonstrated experience of digital finance tools and transformation
  • Strong verbal and written communication skills with ability to communicate in fluent English
  • High attention to detail essential
  • Ability to work unsupervised, part of a global team, and take responsibility for prioritization and completion of tasks
  • Strong Excel, analytical, and other digital systems skills are a requirement
  • Ability to remain calm under pressure and instill confidence in end-users
  • Eager to self-learn and take ownership of your career

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