GBS Service Delivery Lead

How will you CONTRIBUTE and GROW?

The GBSC Service Delivery Lead will report directly to the BSC Managing Director. The main responsibility is to ensure that the Global Business Service Centre (GBSC) operates with an outcome-oriented mindset to deliver services efficiently and effectively in a highly collaborative and transparent manner. The GBS Service Delivery Lead will be responsible for the overall service management framework for GBSC.

In the context of Fit, the new organization, named Group Business Services Centers, will accelerate this evolution and will operate as a part of Global Business Service function, integrated into a global organization.
GBSC aims to significantly support and enable the Group transformation towards a simpler, streamlined and cost effective organization by better leveraging best in class models, technologies, people and competencies.

The ultimate goal is to boost efficiency and deliver outstanding and sustainable performance while keeping a strong focus on customer centricity. GBSC strives for excellence, adopting the Best in Class models to deliver value through simplification and standardization of processes, while adhering to Internal controls and compliance requirements.

Job Responsibilities

•  Ensures consistent execution, including the use of common service management capabilities such as service catalogue, service level management, customer experience management, risk management and internal control.

• Ensures and maintains long-term and reliable relationships with GBSC stakeholders and business partners, conducts and follows up on business partner satisfaction as well as understands affiliate needs and aligns strategy opportunities.

• Plans and conducts end-to-end service performance meetings and activities on tactical level, serves as a single point of contact for urgent escalations (general service delivery issues addressed in tactical and operational service governance meetings) as well as manages and supervises critical escalations that need cross-center/cross-tower alignment.

• Sets direction for overall reporting needs of GBSC, leads the development and management of initiatives associated with Reporting.

• Maintain, Analyse and Report Organisation, Customer, Financial and Operational Metrics

• Support change management to all service-related formal agreements. This includes changes to service baseline, service level agreement(s), operational level agreement(s), and balanced scorecard. 

• Assists GBSC Functions in managing and monitoring their service performance level. 

• Ensures accurate and timely GBSC service reporting across all towers, including internal and stakeholder service performance.

• Provide inputs to  continuous improvement and organisation development activities  

Group BSC                                        

• Support the implementation of the service management framework for Global Business Service Centre (GBSC) in different geography (Malaysia, France, Argentina, and USA)

 

GBSC AMERICAS

• Support the management of the operational, customer, financial and employee performance of GBSC

• Primary custodian of Service Catalogue for AMERICAS - manage, maintain service catalogue and coordinate with GBSC teams.  

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Are you a MATCH?

Qualifications

• At least 5 years experience in a major company in disciplines such as change management and project management roles. Business background in Shared Service centers will be a plus.

• Intermediate-Advance level of English is required.

• Requires analysis and solving of moderately complex problems. May create new solutions, leveraging and, where needed, adapting existing methods and procedures.

• Good business awareness and understanding of key interfaces within a shared service organisation and its business functions as Procurement, Finance, HR and IT/Digital is considered essential.

• Ability to advise, persuade and influence people in a professional and effective manner.

• Extensive knowledge, experience and understanding of delivering high quality and cost-effective business processes.

• Ability to lead a team to work effectively and