The Senior Manager - Service Management role is accountable for managing and strengthening relationships with internal GBS customers across regions and processes. Acting as the primary point of contact, the position ensures client needs are anticipated, deadlines are met, and service expectations are delivered at agreed levels. The holder drives the definition, measurement, and continuous improvement of GBS service KPIs in collaboration with Operations, Process Management, Continuous Improvement, Quality, and customer teams. Additionally, the role provides leadership and guidance to a team of Service Managers across Finance, Procurement, ITS, and expanding GBS functions.

Responsibilities:

With regards to Internal Stakeholders:

• Develop a solid and trusting relationship with a portfolio of internal customers of various functions

• Acquire an understanding of customer business environment, as well as needs and requirements towards GBS

• Conduct regular service performance meetings with customers and stakeholders to discuss service levels on operational process/region/country level

• Regularly seek customer feedback on GBS services (CSAT, Customer Experience Survey) and record, address and resolve key customer issues

• Drive adoption of GBS ticketing system (SNOW) together with the tech enabling teams

• Facilitate the implementation of improvement actions to advance GBS results and satisfy customer needs

• Enable timely and relevant communication on key changes, change requests and improvements with regards to the process, operations, projects, metrics & reporting, etc.

• Develop, align and follow-up quality metrics with the customer, GPO, GBS Ops and relevant stakeholders 

With regards to GBS Ops & Global Process Owners:

• Oversee and maintain the Service Catalogue for all processes and services in GBS scope

• Work with GBS Ops teams dedicated to the Customer in order to ensure service level agreements are met, e.g. drive progress updates, goals, and initiatives to be shared with Customers during regular service performance reviews

• Manage effective cooperation with respective Teams within GBS (Global Process Team, Automation & Analytics, Transitions & Projects) and GPO

Team Management and new funnel:

• Managing a team of service managers in executing their service management tasks

• Developing service managers to increase effectiveness and exchange best practices between them

• Oversee and continuously improve service management (SM) processes in GBS

• Regularly reporting out SM success stories and setting up new SM catalogues for new scope coming to GBS

Quality, Legal & Compliance

• Follow and comply with all relevant FME policies, guidelines, manuals and SOPs in the version as amended from time to time (“FME Policies”) and live the FME Reignite values in daily business

• Compliance with GBS internal procedures and instructions.

Qualifications and Experience:

• At least 10 years’ overall work experience in similar roles or in GBS Operations roles in a GBS/BPO environment in at least 2 GBS towers

• Proven track record in service management and highly experienced in customer relationship management in a GBS/ BPO environment

• Several years of team lead experience

• Previous work experience in Account-to-Report tower is a plus

• Ability to communicate effectively and align expectations among teams: an active listener, a presenter, a mediator and a people-person

• Ability to multitask and manage several customers at the same time with an effective time management – beyond regions, processes and functions

• Versatile in giving executive-oriented presentations

• Ability to grasp new topics very quickly and to set up service management for processes outside own area of expertise

• Very customer-centric, solution-oriented mindset

• Ability to coach and lead a team of service managers

• Very good negotiation skills with the ability to handle escalations in a structured, effective and calm way

• Goal-oriented, organized team player

• Self-motivated and self-directed