Service Management Team Lead Job

2 days ago

Johor Bahru, Malaysia Arkema Full time

**Mission Details**:

- Oversees the development and maintenance of Service Level Agreement and charging mechanisms for the services provided
- Ensure constant engagement with the key stakeholders in Business Units to ensure ongoing maintenance of the Service Level Agreements
- Establish timely reporting (e.g. monthly, ad-hoc reporting and ensure information produced for reporting is aligned to SSC and/or Business Units demand)
- Monitor service delivery and ensure that failed service levels are escalated, analysed, resolved and followed-up on a timely basis
- Monitor accurate and timely reporting including power BI maintenance
- Manage and implement continuous improvement initiatives
- Proactively manage staff motivation morale and turnover
- Manage performance and career development of team members
- Allocate resources and responsibilities across team members
- Monitor resource utilization and ensure balance workload among team members
- Manage stakeholder governance meetings including planning, organizing and driving with key team members
- Introduce and manage service line activities for shared service center including service catalogue, standard operating procedures, customer survey, ServiceNow etc.

**Required Profile**:

- Recognized degree in Finance/Accounting or relevant disciplines; or professional qualifications such as ACCA, CPA
- 5 - 7 years relevant work experience with at least 2 years in supervisory position
- Experience in Shared Services Centre will be preferred
- Exposure in large and reputable organization would be an added advantage
- Experience in Customer Relationship Management roles would be an added advantage
- Experience in:

- Defining and managing SLAs and contracts
- Management reporting
- o Business process re-engineering and strong business process knowledge
- Assessing and measure improvement initiatives
- Good command of English with excellent written and verbal communication skills.
- Strong team management٫ negotiation and problem-solving skills
- Excellent commercial knowledge of the business area and local financial environment
- Strong communication and interpersonal skill and ability to interact well with all the process actors in the chain

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