Service Management Team Lead Job

Mission Details

•    Oversees the development and maintenance of Service Level Agreement and charging mechanisms for the services provided
•    Ensure constant engagement with the key stakeholders in Business Units to ensure ongoing maintenance of the Service Level Agreements
•    Establish timely reporting (e.g. monthly, ad-hoc reporting and ensure information produced for reporting is aligned to SSC and/or Business Units demand)
•    Monitor service delivery and ensure that failed service levels are escalated, analysed, resolved and followed-up on a timely basis
•    Monitor accurate and timely reporting including power BI maintenance
•    Manage and implement continuous improvement initiatives
•    Proactively manage staff motivation morale and turnover
•    Manage performance and career development of team members
•    Allocate resources and responsibilities across team members 
•    Monitor resource utilization and ensure balance workload among team members
•    Manage stakeholder governance meetings including planning, organizing and driving with key team members
•    Introduce and manage service line activities for shared service center including service catalogue, standard operating procedures, customer survey, ServiceNow etc. 

Required Profile

•    Recognized degree in Finance/Accounting or relevant disciplines; or professional qualifications such as ACCA, CPA
•    5 - 7 years relevant work experience with at least 2 years in supervisory position
•    Experience in Shared Services Centre will be preferred
•    Exposure in large and reputable organization would be an added advantage
•    Experience in Customer Relationship Management roles would be an added advantage
•    Experience in:
o    Defining and managing SLAs and contracts
o    Management reporting

o    Business process re-engineering and strong business process knowledge
o    Assessing and measure improvement initiatives
•    Good command of English with excellent written and verbal communication skills.
•    Proficiency in SAP system, Power Bi and computer applications (Microsoft Office applications - Outlook, Excel, Words, PowerPoint, etc.)
•    Strong team management٫ negotiation and problem-solving skills
•    Excellent commercial knowledge of the business area and local financial environment
•    Strong communication and interpersonal skill and ability to interact well with all the process actors in the chain