Job Description

Mission Details

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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 Working closely with other teams within the SSC to ensure seamless coordination of services 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 Procedure (SOP), customer survey, and backup framework.

Required Profile

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Recognized degree in Information Technology, Finance, Accounting or relevant disciplines. 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 Reporting Tools and AnalysisGood 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