Service Management Lead

3 weeks ago

Newcastle upon Tyne, United Kingdom Curo Talent Full time

**Location - Newcastle Upon Tyne - Hybrid (3 dpw on-site)**
**Salary - £40 - £45K Per Annum**
**Benefits - Excellent Benefits**

**The Client**:
Curo are Partnering with a Global Organisation, consisting of Designers, Engineers and Consultants, dedicated to sustainable development. They support their clients to solve the most complex challenges, turning their ideas into reality, leveraging the latest technology.

This role requires a natural rapport builder with the ability to manage up and down, as well as being able to take stock and document current processes, and support in change management. The key deliverable is a Service Catalogue, with new uniform processes and procedures, to maximise efficiency, and streamline where possible.

**The Role**:
The Service Management Lead, in Finance Shared Services is responsible for leading the global implementation and operation of processes and activities to facilitate the effective governance of services provided by the Finance SSC teams. This includes the documentation and definition of the services provided to each country supported, the establishment and agreement of targets to be delivered from the services, the establishment and coordination of a consistent service review process with agreed stakeholders and SSC members, the tracking of actions and status and effective change control to manage changes in scope of services.

The Service Management Lead enables and facilitates the governance processes as a support to the SSC leadership, but accountability for the services and outcomes sits with the operational teams in the SSC.

**Key Responsibilities**:

- Establish and maintain a service definition to ensure ongoing clarity in scope of service expected outcomes for all countries supported
- Develop RACI (Responsible, Accountable, Consulted, and Informed) documentation for the activities supported, clarifying respective responsibilities between the SSC and its partners.
- Facilitate review between SSC managers and SSC stakeholders to align on definition of service
- Work with the SSC managers to propose appropriate Service Levels and KPIs (Key Performance Indicators) for the services delivered and support the agreement of these metrics with Stakeholders.
- Establish and oversee a program of standardized service review meetings between SSC and internal customers to discuss service progress, process performance, issues, and challenges, ensuring the outcomes to the meetings are captured and actions followed up on both the customer and SSC sides.
- Establish a change control process to allow for appropriate review of services provided and changes requested with a view to maximizing standardization, ensuring effective resourcing and realistic deliverables.
- Ensure compliance with relevant laws, regulations, and global standard policies and procedures including tax and accounting regulations.
- Define, implement, and maintain documentation online to maximize the transparency of all aspects of the services provided and processes supported.

**Requirements**:

- Experience in a highly governed or regulated environment such as financial services or shared services or outsourcing
- Expertise in stakeholder management, preferably in a complex environment
- Excellent understanding of finance processes
- Background in process mapping and documentation, with expertise in production of service definition / contractual scoping documentation.
- First-hand experience of operational environments where the governance of service has been necessary to ensure successful delivery
- Expert in the production of RACI documentation
- Excellent relationship builder, maximizing trust and reliability
- Superb communicator
- Advanced MS Office skills with the ability to present information in a credible and professional structure and format to support buy in.
- Curious and interested mindset who will constantly seek to understand and improve the understanding of others
- A partner and supportive approach to the work aimed at promoting and recognizing the efforts and achievements of SSC teams to support building their confidence and sense of fulfilment.

Curo Resourcing Ltd acts as an Employment Business for contract and temporary recruitment as well as an Employment Agency in relation to permanent vacancies.

Job Reference: RL7424

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