Senior Manager SSC Service Management 1

Key Responsibilities

• 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

Qualification & Requirements

• 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

Benefits

Glanbia offers a range of employee benefits, including private health insurance, life insurance, and remote working allowances. Employees also have the option to purchase additional holiday days. Glanbia may also offer bonuses, pension plans, and employee discounts on their products. Additionally, Glanbia Nutritionals Inc employees have access to exclusive employee discount rates on travel through partners like Hertz, Booking.com, and Expedia.