Select how often (in days) to receive an alert:This role connects the SSC (Shared Services Organization) with BPO partner(s) and internal customers across Business Units. The role ensures service excellence by meeting BPO contractual obligations, addressing stakeholder needs, and driving continuous performance improvement. It works alongside SSC Functional Leads to deliver seamless services, owns the design, operation, and improvement of governance models, SLAs/KPIs, vendor management, service catalog, recharge models, and embeds a Global Process Ownership (GPO) model across the business.Key Elements of the RoleSets the Service Strategy for the SSC organization and ensures high service standards are met, resolving issues as needed.Develops and maintains the governance framework, including roles, responsibilities, and meeting structures.Establishes clear accountability and decision-making processes within governance.Sets performance metrics through scorecards, SLAs, and KPIs.Manages vendor performance for continuous improvement and innovation.Oversees a Quality Control resource focused on finance and internal controls.Defines and maintains the SSC service catalog and value-added, recharge models.Leads incident reporting and manages escalations.Establishes SLAs with internal customers and monitors performance.Reviews and supports issue resolution processes between Functional Leads and BPO partners.Engages with senior leadership within SSC and Business Units.Develops strategies to engage with business customers.Brings best practices and external insights to improve service delivery.Implements a GPO model to deliver incremental business value.Maintains frameworks and governance structures for various operational activities.The Skills You Will Bring to the TeamBachelor's Degree (essential)8+ years of relevant experience, preferably leading Service and Vendor Management in a global, multi-function GBS organization with BPO involvement.Experience managing senior stakeholder expectations.Improvement mindset with experience in digital finance tools and transformation.Strong communication skills in fluent English.High attention to detail.Ability to work independently and as part of a global team, prioritizing tasks effectively.Strong skills in Excel, analytics, and digital systems.Calm under pressure and confident in end-user interactions.Eager to learn and take ownership of your career.Where and How You Will WorkThis position is based in Citywest, Dublin 24, with a requirement to be onsite weekly. Hybrid working arrangements are available through our Smart Working model, offering flexibility to improve work-life balance.Our Commitment to DiversityAt Glanbia, we celebrate diversity and welcome candidates from all backgrounds. We are committed to equal opportunity and encourage applications regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, or disability.Our culture celebrates individuality, knowing that together we are stronger.
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