Service Management Lead – Finance Shared Services

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 ROLES AND RESPONSIBILITIES

• Establish and maintain a service definition to ensure ongoing clarity in scope of service expected outcomes for all countries supported
• Develop RACI (Responsible, Accountable, Consulted, and Informed) documentation for the activities supported, clarifying respective responsibilities between the SSC and its partners across Arup.
• Facilitate review between SSC managers and SSC stakeholders to align on definition of service
• Work with the SSC managers to propose appropriate Service Levels and KPIs (Key Performance Indicators) for the services delivered and support the agreement of these metrics with Stakeholders
• Establish and oversee a program of standardized service review meetings between SSC and internal customers to discuss service progress, process performance, issues, and challenges, ensuring the outcomes to the meetings are captured and actions followed up on both the customer and SSC sides.
• Establish a change control process to allow for appropriate review of services provided and changes requested with a view to maximizing standardization, ensuring effective resourcing and realistic deliverables.
• Ensure compliance with relevant laws, regulations, and global standard policies and procedures including tax and accounting regulations.
• Define, implement, and maintain documentation online to maximize the transparency of all aspects of the services provided and processes supported

QUALIFICATIONS

• Experience in a highly governed or regulated environment such as financial services or shared services or outsourcing
• Expertise in stakeholder management, preferably in a complex environment
• Excellent understanding of finance processes
• Background in process mapping and documentation, with expertise in production of service definition / contractual scoping documentation.
• First-hand experience of operational environments where the governance of service has been necessary to ensure successful delivery
• Expert in the production of RACI documentation
• Excellent relationship builder, maximizing trust and reliability
• Superb communicator
• Advanced MS Office skills with the ability to present information in a credible and professional structure and format to support buy in.
• Curious and interested mindset who will constantly seek to understand and improve the understanding of others
• A partner and supportive approach to the work aimed at promoting and recognizing the efforts and achievements of SSC teams to support building their confidence and sense of fulfilment.