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ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procurement). Designed to derive optimal value by better leveraging technology, people and competencies, the ultimate goal is to boost efficiency and deliver outstanding and sustainable performance while keeping a strong focus on customer centricity. This Organization is striving 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.
Service Management is a mechanism which ensures that Global Business Service Centre (GBSC) operates with an outcome-oriented mindset to deliver services efficiently and effectively in a highly collaborative and transparent manner. Service Management Reporting Manager will be responsible for the overall service management framework for GBSC." framework for GBSC.
How will you CONTRIBUTE and GROW?
- 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.
- 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 GBSC Functions in managing and monitoring their service performance level.
- Ensures accurate and timely GBSC service reporting across all towers, including internal and stakeholder service performance.
Group BSC
- Support the implementation of the service management framework for Global Business Service Centre (GBSC) in different geography ( Malaysia, France, Argentina, and USA)
GBSC APAC:
- Support the management of the operational, customer, financial and employee performance of GBSC
- Primary custodian of Service Catalogue for APAC - manage, maintain service catalogue and coordinate with GBSC teams
Are you a MATCH?
- At least 5 years’ experience in a major companies in change management/ project management role. Business background in Shared Service centers will be a plus.
- Good business awareness and understanding of key interfaces within a shared service organization 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.
- 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
About Air Liquide
A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.
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.
