(Briefly describe the general purpose of the position or its significance from the organizations point of view and how it contributes to the overall mission/objective of the organization).
The BSC Service Management Lead is responsible for monitoring and reporting all the service management metrics within Service Center as per the agreed Service Level Agreements. The individual will be required to work closely with Operating Companies and shared centre leads for ongoing maintenance of Service Level Agreement (SLA) and Operational Level Agreement (OLA) .He/She will also be responsible for ensuring execution of business continuity plans and risk management plans.
2) PRINCIPAL ACCOUNT-ABILITIES
(List the responsibilities/duties associated with the job and the major activities associated with each responsibility. For each responsibility listed, give the factors on which an individuals performance is judged).
Service Management Reporting and Control-
Develops and executes Service Management approach. Owns deployment of shared centre standards across all processes
Monitor service delivery as per the agreed service levels and budgetary guidelines defined in the relevant Service Level Agreements.
Owns BSC Performance Management process, develops Standards and KPI structure for all processes
Revise Service Level Agreement and Operating Level Agreement in conjunction with the process owners from operating company and shared centre tower leads
Review and revision of the chargeback mechanism for service provided by shared centre
Ensure accurate and timely service reporting as per agreed schedule, including internal performance and client service performance
Highlighting large deviations in service levels to Head of shared centre and other leadership team members and supporting them in driving effective resolution of issues.
Driving the automation of service management reporting by leveraging new technology and information systems
Lead the work around establishing and driving all management processes for shared centre
Ensure execution of business continuity plans and risk management plans
Oversee third party resources and services, as and when necessary, to ensure assigned tasks are fulfilled efficiently and meet Service Level agreements
To ensure constant engagement with the key stakeholders in Operating Companies and shared centre leadership team for maintenance of SLA and OLA
Supports tactical support and resolution to internal and external customers for service issues
Motivate employees to create a winning culture and consistently deliver results
Carry out people management responsibilities in accordance with the organizations policies and applicable laws, including:
o Plan, assign and direct work.
o Appraise performance, provide feedback and coaching, and reward and discipline employees.
Provide opportunities for learning and self-development, and facilitate the development of technical competencies.
3) SKILLS AND KNOWLEDGE
(State the minimum acceptable proficiency for this job which best indicates the education and/or experience requirements of this job and not the incumbent).
Skills & Desired Experience
Total 8-10 years of experience in managing and leading the service management team for a large, complex & high growth business organization (preferably shared services)
Ability to thinks strategically; taking a balanced short and long-term view when solving problems; ability to utilize information from a wide variety of sources
Experience of supervising managers of multifunctional or global teams in the past and ideally worked in an operations environment to deliver high quality outcomes and results.
Result oriented, with high level of motivation for self-growth, along with the drive for growing team members and overall organization.
Entrepreneurial spirit with high motivation and enthusiasm to learn. Experience of working in a startup service center organization will be a plus.
Experience working for a multinational organization and working with colleagues internationally
Excellent stakeholder engagement skills and ability to communicate effectively with clients of all levels and with fellow project team members
Ability to look cross functionally and weigh competing ideas and priorities
Ability to influence overall business results while managing the risk profile of the business
Experience of working in cement or any other manufacturing industry will be a plus