Social network you want to login/join with:col-narrow-leftClient:GlanbiaLocation:Dublin, IrelandJob Category:Other-EU work permit required:Yescol-narrow-rightJob Reference:fe12f0d9b2ecJob Views:4Posted:30.06.2025Expiry Date:14.08.2025col-wideJob Description:GlanbiaOverviewThis role connects the SSC (Shared Services Organization) with BPO partner(s) and internal customers across Business Units. The role ensures service excellence by meeting contractual obligations, responding to stakeholder needs, and continuously improving performance. It works alongside SSC Functional Leads to deliver seamless services and owns the design, operation, and improvement of governance models, SLAs/KPIs, vendor management, service catalog, recharge models, and the Global Process Ownership (GPO) model.Key Elements of the RoleSets the Service Strategy for the SSC organization and ensures high service standards.Develops and owns the governance framework for SSC operations.Establishes accountability and decision-making processes.Sets performance frameworks, including scorecards, SLAs, and KPIs.Manages vendor performance, ensuring continuous improvement and contractual compliance.Oversees quality control related to finance and internal controls.Defines and maintains the service catalog and recharge models.Leads incident reporting and manages escalations.Establishes SLAs and monitors performance against them.Ensures issue resolution processes are followed and supports escalation reviews.Engages with senior leadership and business customers.Implements best practices and external perspectives for service delivery.Embeds the GPO model across the business for added value.The skills you will bring to the teamBachelor's Degree (essential)8+ years of relevant experience, preferably in service and vendor management within a global GBS organization involving BPOs.Experience managing senior stakeholder expectations.Experience with digital finance tools and transformation.Excellent communication skills in English.High attention to detail.Ability to work independently and as part of a global team.Strong skills in Excel, analytics, and digital systems.Ability to stay calm under pressure and instill confidence.Self-motivated and eager to learn.Where and how you will workThe role is based in Citywest, Dublin 24, with a requirement to be onsite weekly. Hybrid working arrangements are available to support work-life balance.Please note: Non-passport holders may need a work permit. For more information, check our Blog.Applicants should not provide bank or payment details. All applications must be submitted via the 'Apply now' button.
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