The Service Management Office Leader is responsible for managing internal service providers performing activities across the Service Delivery Model.

• Monitoring and reporting out on Magenta Services performance to Magenta Services customer (i.e., Business Partner Teams served by Magenta Services). This includes the preparation of monthly performance/ operational reports for Magenta Services governance meetings
• Manage and maintain relationships with key stakeholders across the Elevate Service Delivery Model, including Business Partner Teams. Leverage knowledge and experience to effectively set the strategy to drive best-in-class relationships, responding to customer issues and drive issue resolution.
• Manage issue resolution process end-to-end. This includes documenting the issue when it is raised by the Customer or Magenta Services, and working alongside the Value Stream Owner and Magenta Services Leader (as required) to categorize the issue, prioritize, assign for resolution, escalate as needed and report on progress
• Deploy the voice of the customer feedback to Magenta Services Customer to measure customer satisfaction, pain points and capture feedback to inform improvement opportunities. Drive improvement opportunities alongside the Value Stream Owner and Magenta Services Leader (as needed) and report out on progress to customers
• Update and maintain the Service Catalog for Magenta Services, which documents the services provided by Magenta Services to the customers.
• Manage Financial tools and templates for Magenta Services, including Cost Allocation Model, Cost Review and Budgeting, and Financial Reporting (Magenta Services P&L). Includes updates to templates as needed and reporting on Magenta Services financials (e.g., costs incurred) on a regular basis to Magenta Services Governance Teams.
• Monitor People and Talent Management processes alongside operational leadership (Value Stream Owners). Includes monitoring of performance management processes and role alignment/definitions and career framework, including any changes as needed.
• Partner with the Value Stream Owners and Magenta Services Leader to evaluate service level agreements and update as needed on an annual basis.

• Bachelor’s degree in Accounting, Finance, Business Administration, or a related field. Master’s degree preferred.
• Minimum of 5-7 years of experience in service management, with at least 5 years in a leadership role.
• Deep knowledge and understanding of shared services and global business services.
• Deep understanding of leading practices in Source-to-Pay, Record to Report, Order-to-Cash, Financial Planning & Analysis and Performance Management.
• Experience with BPO (Business Process Outsourcing) assessment, migration, and management.
• Experience in Finance transformation and Oracle implementation.
• Experience with management of migrations into a shared service center.
• Excellent analytical and problem-solving skills, with the ability to analyze complex service delivery issues and make sound business decisions.
• Strong communication and interpersonal skills, with the ability to collaborate effectively.
• Telecom or high-volume transactional experience (i.e., Wal-Mart, FedEx, UPS, etc.) preferred.