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:

• 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