Service Management Lead – Finance Shared Services will lead the global implementation and operation of processes and activities to facilitate the effective governance of services provided from the Finance SSC teams in Newcastle and Manila.

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.

You will enable and facilitate 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.

• Have stakeholder management skills, particularly in complex environments. This includes building and maintaining relationships with internal customers and SSC stakeholders to align on service definition and performance metrics.
• Have a strong comprehension of finance processes. You should be knowledgeable about financial services, shared services, or outsourcing environments and be able to propose appropriate Service Levels and KPIs for the services delivered.
• Have experience in process mapping, documentation, and the production of service definition/contractual scoping documentation. With the ability to establish and maintain a service definition, develop RACI documentation, and ensure compliance with relevant laws and regulations.
• Worked in an operational environment where governance of service is necessary for successful delivery is highly valued. Practical knowledge of overseeing service review meetings, implementing change control processes, and ensuring effective resourcing and realistic deliverables.