SSC Operations & Service Management Team Lead
Salary undisclosed
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Build your Career with an Industry Leader at our Shared Services Centre in Malaysia.
As a global leader in premium label solutions, our purpose is to deliver the world's best label solutions that help our customers build their brands, while adding value to our employees, our shareholders, and the communities in which we operate.
If you share our vision and believe that you could contribute to the success of our company, we look forward to hearing from you!
Job Highlights:
- Conducive Working Environment
- Hybrid Working Arrangement
- Learning & Development
Overview:
The Service Management Team Lead will be responsible for ensuring the effective delivery and continuous improvement of services within the Shared Services Center (SSC). This role will involve standardizing service provisions, managing Service Level Agreements (SLAs), and building robust relationships with key stakeholders.
Job Responsibilities:
Standardization of Service Provision
- Assist in maintaining of standardized processes for SSC service provision as outlined in the service catalogue.
- Conduct regular reviews of service processes to ensure consistency and alignment with organizational goals.
- Identify opportunities for process improvements and work with relevant teams to implement changes.
- Ensure that standardized processes are effectively communicated to all SSC staff and stakeholders.
Service Level Agreement Management
- Assist in develop and manage Service Level Agreements (SLAs) with internal departments and external partners to ensure service delivery meets agreed standards.
- Monitor service performance against SLAs, identify areas of non-compliance, and take corrective actions as needed.
- Prepare regular reports on SLA performance and present findings to management and stakeholders.
- Facilitate regular SLA review meetings with stakeholders to discuss performance, address issues, and make necessary adjustments.
Stakeholder Relationship Management
- Build and maintain strong, collaborative relationships with key stakeholders, including customers, service providers, and internal team members.
- Act as the primary point of contact for stakeholder inquiries and concerns, ensuring timely and effective resolution.
- Gather and analyze feedback from stakeholders to identify trends and areas for service improvement.
- Communicate changes in service provision, or procedures to stakeholders in a clear and effective manner.
Documentation Management
- Maintain accurate and up-to-date documentation of all service processes, procedures, and SLAs.
- Ensure that documentation is easily accessible to all relevant parties and is updated regularly to reflect changes.
- Develop and maintain a centralized repository for service documentation.
- Conduct regular audits of documentation to ensure completeness and accuracy.
Service Performance Metrics
- Collect and analyze performance data to identify trends, patterns, and areas requiring attention.
- Monitor and report on service performance against agreed SLAs.
- Generate and analyze service performance reports to identify trends, issues, and opportunities for improvement.
- Collaborate with cross-functional teams to develop solutions and recommendations based on performance data.
- Generate comprehensive reports and dashboards, such as Quarterly Business Reviews or KPI dashboards, on performance metrics and trends to support decision-making processes and provide insights to management.
Change Management and Continuous Improvement
- Assist in planning, tracking, and coordinating the implementation of change initiatives.
- Facilitate change management process (changes driven from Service Management perspective, project team or request coming from ServiceNow) to ensure changes are implemented smoothly and with minimal impact to services.
- Identify and promote best practices in service management and process optimization.
- Engage with stakeholders to gather input and support for change initiatives.
- Coordinate the effectiveness of change initiatives and make adjustments as needed to achieve desired outcomes.
Service Excellence in Organizational Building
- Engage with employees to gather feedback and suggestions for improving organizational processes and addressing concerns related to service provision.
- Assist in planning and coordinating communications with management and employees for service provision related tasks.
- Assist in driving a culture of process improvement and innovation by encouraging creative thinking and the adoption of best practices to enhance service delivery.
- Adopt a customer-centric culture into all service management processes, creating a positive customer experience aligned with SSC values.
- Develop communication materials that highlight the company's commitment to service excellence, innovation, and customer satisfaction.
- Assist in monitoring and analyzing stakeholder perceptions of the company's services, gathering insights to drive improvements and enhance overall brand reputation.
- Enhance company branding through various social media platforms and activities.
Job Qualifications
- Bachelor’s degree in Finance, Accounting, Information Technology, Business Administration or a related field.
- Proven experience in Service Management or a similar role within a Shared Services environment, is an advantage.
- Strong understanding of Service Management frameworks and methodologies.
- Excellent negotiation, communication, and interpersonal skills.
- Ability to manage multiple tasks and prioritize effectively.
- Detail-oriented with strong organizational skills.
- Excellent problem-solving and analytical skills.
- Ability to work collaboratively with cross-functional teams.
- Ability to adapt to changing business needs and environments.
Only applicants who can legally live and work in Malaysia will be considered.