Vice President, Business Services Operations, Global Business Services

Description

The Vice President, Business Services Operations will drive delivery of our managed services partnerships, ensuring that value is achieved from the multiple outsourced partnerships under management. This leader will ensure that services and service levels for outsourced services/functions are maintained and continually improved, and that any issues with the day-to-day delivery of services provided by Service Providers are minimized. This role will serve as the primary interface between ELC and Service Providers, as well as the principal liaison with internal business stakeholders and user community for the services. The VP will develop and deliver programs in support of the sourcing relationship, overseeing the management of performance reporting and monitor the compliance of the Service Providers against the Service Level Agreements (SLAs). This includes ensuring that regular performance reporting, service level infractions monitoring and development of new SLAs and metrics are performed, as needed. This position oversees planning and forecasting of service consumption, quality of service and customer satisfaction. This leader will interface frequently with the Procurement team. This leadership position will govern a team that is responsible for the development of effective management-level relationships to ensure the two-way flow of information regarding strategies, priorities and issues, as well as for ensuring the highest level of service availability and efficiency as benchmarked against industry standards and consistent with enterprise goals.  This role can be based in New York, Singapore, Hong Kong or London.

Manage relationship with Service Providers to ensure the effective delivery of outsourced services

• Conduct Service Provider performance presentations for the internal governance/steering committee and executive leadership groups  
• Design Service Performance Management processes, including standardized systemic tooling and reporting 
• Establish the metrics/performance reporting approach 
• Define and ensure implementation of policy changes that positively affect operations 
• Accountable for Service Provider Performance Management 
• Serve as final point of escalation for disputed service level related issues 
• Monitor compliance with obligations of service agreements 
• Authorize all work resulting in expenditures  
• Ensure continuous improvement processes are conducted relative to benchmarking service levels
• Ensure implementation of Transformation

Ensure Service Providers have Business Continuity/ Disaster Recovery Plans  

• Engage participation of Service Delivery Team in testing of plans and monitor results of testing 
• Review and approve Service Provider’s Disaster Recovery Plan to ensure business continuity

Lead Vendor and Contract Management; Guide Service Delivery Teams

• Create vision, clear direction and strategy for Vendor and Contract Management Teams 
• Coach and motivate team members to clear objectives and performance expectations 
• Provide informal leadership to ELC functional teams, partnering to improve efficiency, effectiveness and impact 
• Create an environment that encourages enterprise-wide thinking, cooperation, open communication and teamwork

Performance Management & Accountability

• Define enterprise process KPIs, outcome measures and benchmarks 
• Ensure transparency of performance across regions, delivery centers and service providers 
• Lead cross-process performance reviews and executive-level escalations 
• Embed outcome-based accountability into GBS and vendor governance models 
• Ensure alignment to business strategy through relevant stakeholder meetings and engage in cadence of management and governance forums

Qualifications

• Bachelor’s or Master’s degree in Business or relevant area of study 
• 15+ years in enterprise operations