Senior Manager SSC Service Management

Glanbia

Senior Manager SSC Service Management

Overview

This role connects the SSC (Shared Services Organization with BPO partner(s) and to internal customers across the Business Units. The role ensures service excellence through ensuring BPO contractual obligations are met, stakeholders needs are identified and responded to, and performance is continuously improved. This role works alongside the SSC Functional Leads to deliver seamless services to the organization. For the SSC Services Organization this role owns the design, operation and continuous improvement of the overall governance model, service delivery SLAs/KPIs, BPO vendor management including contract & change management, service catalogue and recharge model to the business and embedding a Global Process Ownership (GPO) model across the business.

Key Elements of the Role

• Sets the Service Strategy for the SSC organization and drives the delivery of performance against this strategy. Acts as the interface between Functional Leads and the overall SSC Lead to ensure the high service standards are met and drives resolution of issues.
• Develops and owns the governance framework for SSC Services operations, including defining structures, roles & responsibilities as well as defining meeting purpose and cadence
• Establish and maintain clear accountability and decision-making processes within the governance framework
• Set the performance framework for SSC Services through the development of a balanced scorecard, SLAs and KPIs
• Performance management with Vendor to ensure continuous improvement, innovation and delivery of contractual obligations
• Manage a specialist Quality Control resource focused on finance and internal control assurance across all the SSC Service functions.
• Define and maintain a catalog of services provided by SSC Services and design value add, business unit, service recharge models based on best practice.
• Leads 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, governance​ structure to ensure contractual obligations are met
• Ensures the issue resolution process is being followed between Functional Leads and BPO partner(s). Reviews escalations from Functional Leads and supports their resolution
• Drives interaction with senior leadership within SSC and the BUs
• Define strategies and approaches to engage with business customers
• Brings best practice and external perspectives to the development/enhancement of service delivery practices and programs.
• Embed a GPO model across the business realizing incremental business value.
• Conduct assessments, implements, maintains and expands 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

The skills you will bring to the team

• Bachelors Degree (essential)
• 8+ years relevant experience, preferably leading a Service and Vendor Management function in a global multi-function GBS centralised organization with the involvement of BPO(s)
• Demonstrated experience of managing expectations of a broad senior stakeholder group critical.
• 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, in a clear manner to colleagues and customers.
• High attention to detail essential.
• 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 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                     

Where and how you will work  

The opportunity will be based in Citywest, Dublin 24 with a requirement to be onsite each week with hybrid working arrangements available through our Smart working model which allows you a greater choice in how you work and live, giving you a better work-life balance.  

At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a wide variety of candidates, and we will give your application consideration, without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

At Glanbia our culture will celebrate individuality, knowing that together we are more.