Service Performance Manager Ref. No: 8186

Due to dynamic development of brand new Global Business Service Center, we are looking for candidates who are willing to make an impact on the future of the new department as Service Performance and Reporting Manager.

Service Performance and Reporting Manager will be responsible for account and service management services delivered by Global Business Services. This is a full time, permanent position responsible for key component in the GBS transformation area. New member will be a key player in service delivery that includes direct, matrix and contract management strategies, as well as building a solid foundations and relationships with key stakeholders.

Region: Kraków, małopolskie

---

Requirements:

• Previous experience in developing Service Delivery strategies including strategy building, stakeholder management, KPI setup and creating the foundations of the process
• Previous experience in Finance Service Delivery
• Fluency in English
• Applied use of ITIL Framework to deliver process improvement
• Strong relationship management skills, influencing and negotiating outcomes with stakeholders, colleagues and users adopting a flexible approach where necessary
• Strong analytical skills
• Ability to examine and re-engineer processes, procedures and practices

---

Responsibilities:

• The single face to the customers across GBS and Outsourced providers across agreed towers
• Develop multi-level Service Management Governance forums across agreed towers
• Manage and own outsource relationships with BPO providers for GBS across agreed towers
• Manage a Team of Service Managers dedicated to managing and reporting on Service Performance and relationships with business and BPOs
• Adherence to GBS Service Level Management processes and ensure that these are used across agreed GBS towers
• Agree 2-way SLAs, to create clarity on the input and outputs relationships - but with a commitment to keep these simple and practical
• Develop and maintain Service Catalogues across the agreed GBS towers and ensure each catalogue item has an associated SLA that cannot be measured and reported
• Provide a market/function service management capability to the key customers of GBS services ensuring that relationships are maintained effectively to achieve maximum business benefit
• Manage continual improvement for the services which they provide Service Management. This will include understanding where service performance is falling below target and initiating and driving initiatives to improve service performance

---

We offer:

• Exciting opportunity to become a part of an evolving GBS structure with real impact on the future of the department in Cracow
• Additional days off (24th and 31st of December)
• Mobile phone and computer available for private use
• Multisport card
• Christmas gifts
• Commuting allowance

---