Senior Manager, Center of Excellence

Key Responsibilities

Process development

• Lead the development, implementation, and consistent application of the service management framework within the COE. This includes the creation and maintenance of a comprehensive service catalogue, defining and monitoring service level agreements (SLAs), and implementing a robust service pricing and charging model.
• Oversee the design and execution of performance management systems for COE services, ensuring all processes are tracked, analyzed, and continuously improved to meet both internal and external stakeholder needs.
• Ensure the development of clear, well-defined processes that improve service delivery across the organization, with a focus on maintaining standardization and operational efficiency.
• Develop and refine the service interaction model, ensuring it meets the evolving needs of stakeholders, both internally and externally.

Stakeholder Management

• Establish and foster strong relationships with internal and external stakeholders, focusing on collaboration to align COE operations with business needs and strategic objectives.
• Take the lead in managing business partner relationships by ensuring regular communication, conducting satisfaction surveys, and translating stakeholder feedback into actionable improvements.
• Work closely with senior management to align COE services with broader organizational goals and ensure continuous collaboration with retained organizations to identify future opportunities for COE services.
• Serve as a trusted advisor to internal business partners, facilitating discussions around process improvements, service innovations, and changes in service delivery models.
• Represent the COE in steering committees and governance meetings, providing strategic input on service delivery models and improvements.

Governance & Strategic Alignment

• Take responsibility for ensuring that all COE activities align with the company’s strategic vision, policy frameworks, and governance standards.
• Act as the final authority on any process changes or improvements within COE operations, ensuring that all adjustments are well-documented, communicated, and implemented across the organization.
• Ensure compliance with all regulatory requirements, internal policies, and best practices while driving improvements that enhance service quality and consistency.
• Partner with senior leadership to ensure that COE initiatives align with corporate strategies and priorities, actively supporting the decision-making process by providing data-driven insights and recommendations.
• Support the CEO and executive board in making critical business decisions by providing accurate data, forecasting trends, and advising on the implications of COE-related strategies.

Qualification & Requirements

Education & Certifications

• University degree preferably an MBA

Required Years Of Experience

• Min 13 Years of Experience with at least 8 years of experience in a shared services leadership role (preferably process excellence and innovation)

Benefits

No information available.