Service Delivery Manager

Oversee and manage the shared services function within the organization, leading a team of professionals and collaborating with various departments to ensure efficient and effective delivery of shared services.

Requirements

• Provide strategic direction and leadership to the shared services team
• Recruit, train, and develop team members, fostering a culture of high performance and continuous improvement
• Set clear goals and objectives for the team and regularly assess performance
• Identify opportunities to streamline and improve shared services processes
• Implement standardized procedures and best practices across all shared services functions
• Monitor process performance, identify bottlenecks, and implement corrective measures as needed
• Ensure timely and accurate delivery of shared services, meeting established service level agreements (SLAs)
• Monitor service quality and customer satisfaction, taking proactive measures to address any issues or concerns
• Collaborate with key stakeholders and department heads to understand their needs and align shared services accordingly
• Foster strong relationships with internal customers, promoting a customer-centric approach
• Act as a point of escalation for complex issues or disputes, resolving conflicts in a timely and satisfactory manner
• Develop and manage the shared services budget, ensuring cost-effectiveness and adherence to financial targets
• Identify cost-saving opportunities and implement measures to optimize resource allocation
• Monitor financial performance and provide regular reports to senior management
• Ensure compliance with relevant laws, regulations, and internal policies
• Identify and mitigate potential risks within the shared services function
• Implement and monitor internal controls to safeguard organizational assets and data