The Service Delivery Manager in Astara will play a pivotal role in managing and monitoring service levels delivered by the Group SSC Functional Leads to the Operating Companies. This new leader will be in charge for overseeing service interactions, conducting quality assessments, and driving improvements.

• Ensure that SSC Functional Leads are fully informed about their teams objectives and service delivery standards, overseeing team performance, and confirming that services meet agreed SLAs.
• Coordinate and lead monthly service review meetings with each Operating Company in conjunction with other functional leads.
• Prepare and upkeep service review presentations for each serviced Operating company, ensuring comprehensive coverage of key issues raised and accurate updating of scorecards as required.
• Liaise with the SSC Operations Director monthly to deliver a consolidated overview list on all SRM meetings held highlighting actions required to remediate issues within a timely manner.
• Possess a comprehensive understanding of global Key Performance Indicators to enable the SSC to accurately measure its performance and effectively relay feedback provided by the operating companies.
• Serve as the primary point of contact to manage and promptly resolve escalations received from Senior Management of both operating companies and SSC Central Team.
• Ensure each functional manager has appropriate capacity to accurately provide the necessary metrics to complete the service decks each month.
• Provide exemplary customer service to the operating companies, including maintaining customer relationships and swiftly and professionally addressing any concerns or complaints through collaboration with relevant Functional Leads.
• Possess a comprehensive understanding of all functions serviced by the SSC team, offering appropriate support as directed by business requirements.
• Support in ensuring adherence to the Group Target Operating Model across all functions, supporting management efforts for consistent implementation and compliance.
• Collaborate with the Senior Management team to implement directives from the Central Management team, focusing on deploying strategic plans for efficiency optimization, streamlining operations, and reducing costs.
• Assisst in the development and rollout of Service Management improvements as directed by the SSC Operations Director.
• Facilitate structured training sessions for new processes and tools introduced within the service function to ensure effective implementation and understanding among team members.

• Degree in Business Administration, Accounting, or similar. Master’s Degree will be Valued.
• +10 years of experience in a multinational environment managing and monitoring service levels delivered in the finance department.
• Demostrate strong functional expertise and understanding/interest in end-to-end business service and processes.
• Proven track record in managing service delivery and meeting SLA targets.
• Strong understanding of SSC operations. Experience working in a SSC will be very desirable.
• Proficient in MS Ecosystem (Excel, PowerPoint, SharePoint, Outlook etc.)
• Excellent English level is a must. Additional proficiency in Spanish, Dutch, German or French would be a plus.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Excellent analytical skills with the ability to interpret data and identify trends.
• Proven track-record in successful leadership.
• Energetic, detailed oriented, able to adhere to deadlines in a timely manner.
• Strong organizational skills.
• Strong problem-solving abilities with a proactive approach to addressing issues.
• Excellent client facing communication skills for negotiation & reconciliation.
• Confidence in dealing with and building relationships both internally and externally.
• Commitment to providing the highest level of support and quality.