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The Opportunity

We’re looking for a Senior Manager - SSC Service Excellence who will be the global enterprise owner of service performance, governance, and vendor outcomes across a multi-function Shared Services organisation. The role ensures that SSC and BPO services consistently deliver business outcomes, customer experience and beyond contracted value. This role is not about managing SLAs – it is about owning business trust in the SSC operating model. Key to success with be immersing yourself in the world of the SSC functional towers and our BPO partners to resolve current pain points, to drive continuous improvement whilst also understanding the broader capabilities of our BPO partners.

This is a key leadership role with accountability for service strategy, operating model governance, performance management, commercial discipline and continuous improvement by acting as the single connective layer between; SSC Functional Leads, BPO Partners, Business Units and Senior Stakeholders.

Key Competencies

• Deep understanding of SSC service excellence operating models involving BPO defining clear SLAs and KPIs aligned to business outcomes but driving value beyond SLA compliance
• Ability to design, operate and improve end‑to‑end services through applications of service management disciplines pragmatically designing a governance structure that drives decisions and outcomes

• Escalates effectively using fact-based evidence, using structured incident management, problem solving and change management process

• Treats BPO providers as accountable partners, not just suppliers understanding contracts, commercials and change implications and enforces contractual obligations without damaging relationships managing demand, scope creep and change requests rigorously

• Engages confidently with senior business leaders understanding business priorities beyond functional delivery and can communicate clearly during change and incidents
• Builds trust through consistency, transparency and delivery managing expectations early as opposed to through fire fighting

• Embeds an improvement mindset across SSC and vendors and comfortable leading change without authority

• Proactively manages operational, vendor and internal control risk ensuring controls are embedded, not bolted on

• Understands end‑to‑end processes beyond SSC scope enabling GPOs to drive standardisation and value working across regions and BUs

• Calm, credible and resilient under pressure with strong prioritisation and time management competency taking the initiative with strong role model accountability and ownership mindset

The skills you will bring to the team

• Bachelor’s degree in Business, Finance, HR, Operations or Engineering related discipline
• 8+ years of experience in SSC / GBS / BPO environments
• 3+ years in service excellence, continuous improvement, service management or transformation/change roles
• Master’s degree (MBA or MSc Operations) or Professionally Qualified Accountant desirable
• Experience across multi-function SSCs (e.g., Finance, HR and Other Functions) desirable