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...