Air Liquide Europe Business Services (ALEBS) was created in 2019 in Lisbon, Portugal with the mandate to provide financial services for Air Liquide European entities. In the space of 4 years, it has expanded to over 400 employees based in 3 office locations: Lisbon, Tomar and Guarda. The geographical scope was extended to include, besides the European affiliates also entities located in Africa, Middle-East and India, and the operational scope was extended and includes today not just Finance, but also Human Resources.

 

How will you CONTRIBUTE and GROW?

 

The GBS Europe Service Delivery Manager will report directly to the Europe GBS Vice- President. The main responsibility is to ensure that the Global Business Service Centre (GBSC) operates with an outcome-oriented mindset to deliver services efficiently and effectively in a highly collaborative and transparent manner. The GBS Service Delivery Manager will be responsible for the overall service management framework for GBS.

In the context of Fit, the new organization, named Group Business Services Centers, will accelerate this evolution and will operate as a part of Global Business Service function, integrated into a global organization.
GBSC aims to significantly support and enable the Group transformation towards a simpler, streamlined and cost effective organization by better leveraging best in class models, technologies, people and competencies.

The ultimate goal is to boost efficiency and deliver outstanding and sustainable performance while keeping a strong focus on customer centricity. GBS strives for excellence, adopting the Best in Class models to deliver value through simplification and standardization of processes, while adhering to Internal controls and compliance requirements.

 

• Ensures consistent execution, including the use of common service management capabilities such as service catalogue, service level management, customer experience management, risk management and internal control.

• Work closely with peer Service Delivery Leads (SDLs) across other regions to co-create and govern the 'One GBS' Operating Model. This involves unifying the Global Service Catalog, KPI frameworks, and Power BI dashboards to ensure a consistent, 'best-in-class' experience regardless of the region.  

• Drive a customer-centric culture by fostering a "Service and Solutions" mindset within the team. Lead the regional adoption of CX metrics (NPS/CSAT) and use journey mapping to fix pain points. Also, promote and oversee CX training initiatives to help the team elevate their service skills and business impact.

• Ensures and maintains long-term and reliable relationships with GBSC stakeholders and business partners, conducts and follows up on business partner satisfaction as well as understands affiliate needs and aligns strategy opportunities.

• Plans and conducts end-to-end service performance meetings and activities on tactical level, serves as a single point of contact for urgent escalations (general service delivery issues addressed in tactical and operational service governance meetings) as well as manages and supervises critical escalations that need cross-center/cross-tower alignment.

• Sets direction for overall reporting needs of GBSC, leads the development and management of initiatives associated with Reporting.

• Maintain, Analyse and Report Organisation, Customer, Financial and Operational Metrics

• Support change management to all service-related formal agreements. This includes changes to service baseline, service level agreement(s), operational level agreement(s), and balanced scorecard. 

• Assists GBS Functions in managing and monitoring their service performance level. 

• Ensures accurate and timely GBS service reporting across all towers, including internal and stakeholder service performance.

• Provide inputs to  continuous improvement and organisation development activities  

 

GBSC Europe

• Support the management of the operational, customer, financial and employee performance of GBS

• Primary custodian of Service Catalogue for Europe- manage, maintain service catalogue and coordinate with GBSC teams

 

Are you a MATCH?

 

• At least 5 years experience in a major company in disciplines such as change management and project management roles. Business background in Shared Service centers will be a plus.

• Bachelor’s degree in Business Management, HR, or a related social/administrative science.

• Advance level of English is required. French, German, Spanish,  is a significant plus .

• Requires analysis and solving of moderately complex problems. May create new solutions, leveraging and, where needed, adapting existing methods and procedures.

• Good business awareness and understanding of key interfaces within a shared service organisation and its business functions as Procurement, Finance, HR and IT/Digital is considered essential.

• Ability to advise, persuade and influence people in a professional and effective manner.

• Extensive knowledge, experience and understanding of delivering high quality and cost-effective business processes.

• Ability to lead a team to work effectively and collaborate as part of a wider, multidisciplinary team to deliver common objectives.

• Contribute to a positive work environment that influences high employee engagement

• Advanced proficiency in Big Data Analytics, Metrics and Predictive Analytics, Operations Management, Service Level Agreement, Quality and Process Improvement, Issue Management, Service Change Management and Scope Management

 

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.