We are seeking a dynamic and results-oriented Service Management Manager to act as an integral role in the governance of the Finance Shared Service functions and report SLA performance to internal as well as external stakeholders with Power BI Dashboards. This person will be the escalation point upon service disruption and missing service deliverables. In addition, this person also leads, steers and delivers the process improvement initiatives/project for the center
Service Delivery Management
- Oversee the end-to-end service delivery metrics of finance shared services, including P2P, O2C, and R2R.
- Develop SLA monitoring templates for internal and external stakeholders reporting
- Setting and facilitating the achievement of department objectives and ensure compliance to each department's SLAs and Group policies
- Align the service management framework to the overall Finance Shared Service KPIs
- Manage escalations and resolve complex service-related issues in a timely manner by chairing management meeting and collaborating closely with each department.
- Chair, drive and follow through service review meetings with stakeholders for resolution on escalated issues, process changes etc.
Stakeholder Management
- Responsible for high-level relationship management and acts as escalation point for stakeholders.
- Responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship
- Regular interaction with stakeholders to understand their potential future demands and concerns on service delivery
Process Improvement
- Identify opportunities for process optimization, and standardization to enhance service quality and reduce costs.
- Drive process consistency and standardization to optimize operational efficiency & effectiveness and to identify opportunities for continuous improvement
- Interact with other departments and project teams to coordinate the achievement of business objectives and operational improvements
Compliance and Risk Management
- Develop, implement and enforce budgets, policies and department controls
- Identify areas of risk, and recommend solutions and best practices
- Take lead in risk management or business continuity planning (BCP)
Technology and Tools
- Collaborate with IT and other teams to implement and optimize finance-related tools and systems (ServiceNow, workflow automation, Power BI reporting tools)
- Compile, analyze and report key business and financial management processes and measures to management or external agencies
- Utilize Power BI to create dashboards and reports that provide actionable insights into service performance, financial metrics, and operational efficiency
- Stay updated on emerging technologies and trends in finance shared services to drive innovation
