Head of Shared Services

10-15 years
5 months ago 60 Applied
Job Description

Head of Shared Services

Empowering You to break new ground! As part of the global NTT DATA Group, one of the top 5 IT service providers worldwide, we specialize in value-added SAP solutions. At NTT DATA Business Solutions, our focus is SAP Consulting, SAP Development, Managed Cloud Services, and Application Management Services (AMS) & Technology. Across the globe, we support customers in their digital transformation from start to finish. OUR RECIPE FOR SUCCESS: DIVERSITY, OPENNESS, RESPECT, AND TOGETHERNESS. With more than 13,000 employees from 64 nations in over 29 countries, our diverse workforce reflects our values. People are and will always be vital to our mission, playing a decisive role in everything we do.
Location: Malaysia

What makes us special:
  • Team-oriented corporate culture, collaboration as equals and steady knowledge transfer
  • Family-friendliness (e.g. Childcare Center, paternity and maternity)
  • Diversity & Inclusion (e.g. various initiatives & communities)
  • Flexible working hours, part-time models, mobile working - location-independent working (e.g. home office)
  • Individually tailored onboarding program including a mentoring program and sustainable career support with our career model
  • Inhouse Academy with a variety of professional technical training, soft skills training, SAP Learning Hub and certification opportunities
  • Company health benefits (e.g. Medical Insurance, Health Insurance, Optical and Dental Benefits)
Do you love challenges
The Head of Shared Services (Customer Care and Support Services including ServiceDesk, Alerts Management, First Level Support, Critical Incident Management) within the Business Unit of Global Business & Managed Services (GBMS) is primarily responsible for the business performance and operations of the shared services. The Head of Shared Services manages the development of the required competencies, consistency of service delivery quality and budget performance of the business unit. The position also requires the execution and deployment of the defined company business strategy and relevant continuous improvement. The leadership responsibility included but not limited to develop appropriate skills, mix of teams through mentoring, ongoing training, identifying hiring requirements and ensuring proper career planning to foster successor development.

Key Responsibility Areas (KRAs)
  • Customer Commitment
  • Create long term partnerships with both internal and external customers and partners
  • Support customers and partners with customer service-oriented mindset to meet SLA
  • Ensure customers receive quality and timely service delivery from the respective teams
  • Provide customers with proactive updates and appropriate communication
  • Promote automation and innovation
Financial Performance
  • Services business performance cost and profitability targets achievement
  • Management of the services delivery excellency
  • Monitor and manage team utilization, including forecasting & automation
  • Ensure services quality to meet respective SLAs especially the responsiveness and resolution SLAs
  • Assist with development of annual business plan and budget across the service unit
  • Contribute to the planning and coordination of resources for pre-sales and implementations
  • Member of GBMS Delivery Management Team reporting to Head of Global Delivery
  • Provide coaching, mentoring, access to training, guidance on career planning & development (Performance reviews, KPI's and training plans) to the immediate management team
  • Assist with assessing potential recruits and provide final recommendations on hires and remuneration
  • Define strategy direction for the service unit in supporting of company strategy
  • Ensure regular communication within the team
  • Manage direct reports on professional career development in both soft and technical skills as well as successor strategy
Key Performance Measures (KPM)
  • Maintain good customer relationships and reliable services delivery within contracted SLA
  • Productive, billable utilization across the service unit
  • Implement right shoring strategy including optimize service delivery models
  • Compliances with financial KPIs
  • Team career development and well plan successors development for extended management team
Convince us with your potential!
Qualification & Certifications

  • Relevant tertiary qualifications minimum of a university degree
  • Relevant SAP & IT experiences/certification
  • Relevant management qualification with exposures in dealing with upper/senior management on both local/international level
  • Relevant operational experience in call center or operations center qualification
Critical Knowledge, Skills & Experience
  • Minimum 10+ years experience in combination of SAP delivery operations and international shared services operations including call centers operations
  • Demonstrated ability to present and discuss IT, SAP and services operations solutions confidently
  • Demonstrated knowledge in leading both local and international operations
  • Business acumen
  • Ability to establish and maintain effective relationships and work collaboratively with a diversity of stakeholder groups and individuals
  • Ability to manage a team of professionals, provide leadership and mentoring
  • Passion for quality and demonstrated high standards of service delivery
  • Process of characteristic of leadership skills with mixed/balanced styles in coaching, visionary, affiliative, pacesetting and transformational
  • Strong sense of automation and innovation





Shared services operations
SAP delivery operations
call center operations

One of the leading international full-service provider for SAP is now offering comprehensive outsourcing services in Asia. With the opening of a new site in Cyberjaya, Kuala Lumpur, NDBS MSC operates data centres worldwide, based in Germany, Poland, Switzerland, the USA and now in Malaysia. In cooperation with NTT Communications (NTT Com) NTT Data Business Solutions uses one of NTT Com´s highly available data centres and can therefore immediately offer its complete range of SAP Outsourcing throughout Asia.