Service Delivery Manager

Overview Oversee and manage the shared services function within the organization. Lead a team of professionals and work collaboratively with various departments to ensure the efficient and effective delivery of shared services across the organization. Responsibilities Leadership and Team Management: 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. Process Improvement And Standardization: Identify opportunities to streamline and improve shared services processes, ensuring efficiency and effectiveness. Implement standardized procedures and best practices across all shared services functions. Monitor process performance, identify bottlenecks, and implement corrective measures as needed. Service Delivery And Quality Assurance: 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. Continuously evaluate and improve service delivery metrics, KPIs, and reporting mechanisms. Relationship Management: 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. Financial Management: 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. Compliance And Risk 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. KPIs: Addresses all issues related to employee needs particularly on compensation and benefits processing and other employee data needs (certifications, renewals, etc). Monitors performance of all existing providers both internal and external relative to the implementation or provision of employee related services (tax, loan payments, etc) to ensure compliance with SLAs and contract provision. Maintains accurate data related to employee services activities both on active and inactive files. Provides policies on processing times for requests of various nature by the employees in relation to given employee services data. Regularly reviews and recommends revisions/improvements on policies, guidelines and procedures related to employee services to ensure responsiveness and relevance, as well as alignment with changes in external legislatures/policies. Processes and facilitates the review of accurate data involved in service transactions. Conducts research on best practices in employee services and applies continuous improvement for employee service. Competencies CORE HR Strategy and Solution Development HR Technology Enablement HR Service Culture Management HR Services Delivery and Operations Planning HR Analytics - Audit Rewards and Recognition Implementation SUPPORT HR Analytics - Talent Analytics HR Systems Thinking Solutions Insighting and Development Strategic Business Partnering Strategic Communications Target Operating Models - Business Process Improvement Start up Life Cycle Management Equal Opportunity Employer Globe’s hiring process promotes equal opportunity to applicants. Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here. #J-18808-Ljbffr