The Senior Manager – Shared Services will manage an end-to-end process through which Country Programmes can access programme support. These include diagnosing support needs, identifying support options available, recommending and costing support options.

The setting of the strategic direction of the shared services model:

• Design the initial concept for the model and conduct the necessary assessments to facilitate further the development of the concept.
• Conduct a mapping of emerging skills internally and externally and establish a mechanism for developing a roster of experts
• Develop clear and well-defined process for requesting support, diagnosing support needs, identifying available support options and costing of support, and quality assurance mechanisms

Operational management of shared services delivery:

• Implement strategies to enhance support services
• Implement, monitor and analyse support tickets trends to identify areas for improvement
• Oversee -day-to-day operations including identifying service suppliers, negotiating contracts with external consultants, and agreeing clear tasks and costing with internal collaborators for core services as necessary
• Manage internal and external suppliers to ensure seamless integration of support solutions and services

Communication and relationship management:

• Maintain clear and consistent communication with country programmes reading support issues and resolutions
• Work closely with other IPD units and departments as appropriate to address concerns and feedback
• Foster strong relationship with country programmes, understanding their support needs and ensuring service delivery exceeds expectations

Quality assurance and Process Improvement:

• Establish and enforce quality standards for support interactions including signing off agreed recommendations
• Implement monitoring systems to ensure the delivery of high-quality support services.
• Establish and monitor key performance indicators to evaluate the effectiveness of support services
• Continuously assess and improve support processes to increase efficiency
• Generate regular reports on support performance, country programme satisfaction and key performance indicators

• Proven experience in business management, preferably in the technical support services or related role
• Experience of managing service provision involving short-term simultaneous assignments to deliver support to time and budget, using in-house staff and/or consultants (institutions and/or self-employed individuals)
• Proven ability to introduce administrative and financial procedures successfully
• Proven experience of leading strategic change and ways working particularly related to establishing shared services or similar technical assistance services
• Experience of working with institutions in low- and middle-income countries
• Strong leadership and communication skills and demonstrated experience of leading, managing and motivating others and driving change.
• Exceptional interpersonal skills and ability to develop good relationships with diverse clients and international collaborators without face-to-face meetings
• Excellent problem-solving abilities and a strategic mindset
• Analytical thinking and data-driven approach to decision making
• Working style that reflects WaterAid’s values of Respect, Accountability, Courage, Collaboration, Integrity and Innovation.
• Ability to work calmly under pressure
• A degree in Business Administration, Management or a related field
• A good command of English together with good written and oral communication and reporting skills