Senior Manager - Service Management

Senior Manager – Service Management

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

• Develop a solid and trusting relationship with a portfolio of internal customers of various functions.
• Acquire an understanding of customer business environment and needs and requirements towards GBS.
• Conduct regu...