A Service Manager in shared services will serve as the primary interface with our outsource provider. They will be responsible for monitoring the contract Service Level Agreements (SLAs) and ensuring our outsource provider is meeting or exceeding those metrics. They will also manage a team that will serve as the escalation points for the outsource provider for Accounts Receivable (AR) and Accounts Payable (AP).
The Service Manager plays a vital role in managing and optimizing the organization's shared services processes. Their responsibilities span contract compliance, relationship management, root cause analysis, controls / compliance, problem solving, and continuous improvement initiatives.
Responsibilities:
- Contract Compliance: The Service Manager is responsible for understanding and ensuring our outsource provider is upholding the agreed upon contract. This includes monitoring SLAs, reviewing Key Performance Indicators, reviewing performance with the outsource provider, and updating the Global Process Owners and Shared Service Director regularly.
- Relationship Management: The Service Manager engages with our outsource provider daily and is responsible for ensuring direct employees and those at our outsource provider all feel part of the same team. They will also build relationships with internal customers as they will serve as an escalation point in the shared service processes.
- Contract Compliance: The Service Manager is responsible for understanding and ensuring our outsource provider is upholding the agreed upon contract. This includes monitoring SLAs, reviewing Key Performance Indicators, reviewing performance with the outsource provider, and updating the Global Process Owners and Shared Service Director regularly.
- Relationship Management: The Service Manager engages with our outsource provider daily and is responsible for ensuring direct employees and those at our outsource provider all feel part of the same team. They will also build relationships with internal customers as they will serve as an escalation point in the shared service processes.
- Controls / Compliance: The Service Manager ensures that controls are followed by all team members. This involves reviewing Standard Operating Procedures (SOPs), asking about control points regularly during team conversations, checking for evidence of compliance through random or targeted testing.
- Root Cause Analysis: The Service Manager owns identification of issue trends. They may review escalations, system reports, ask questions, in order to determine what is causing recurring issues so the Global Process Owners can develop resolution plans.
- Problem Solving: The Service Manager manages all escalations for shared services. They will decide how to allocate resources to address different situations, develop a tracking mechanism to track escalations / issues, coach the team on how to appropriately resolve situations.
- Continuous Improvement: The Service Manger continuously evaluates the effectiveness of the share services processes and seeks opportunities to streamline workflows, enhance system functionality, and improve overall efficiency.
Qualifications:
- Education: A college or bachelor's degree in business administration, finance, accounting, hor a related field is preferred.
- Previous experience in shared services, accounting / finance, or project management roles is beneficial. This could include positions such as Accounts Payable Manager, Accounts Receivable Manager, Project Manager, or similar roles.
- Experience with various ERPs is beneficial. Candidates with hands-on experience in CMS, IQMS, or Epicor Kinetics, preferred.
- Technical Skills: Proficiency in using Excel and data analytics is essential. Power BI skills is beneficial. Service Managers should be able to navigate various applications, generate reports, and troubleshoot issues.
- Analytical Skills: Strong analytical skills are necessary to analyze issues, identify trends, and extract actionable insights from information gathered from various sources.
- Communication Skills: Effective communication skills are vital for interacting with employees, team members, and internal customers, providing resolutions, and conveying complex information related to shared services.
- Organizational Skills: Service Manager must be well-organized and capable of managing multiple tasks simultaneously, including issues arising on multiple fronts, monitoring SLAs and KPIs, and responding to inquiries in a timely manner.
- Problem-Solving Abilities: The ability to troubleshoot issues, resolve conflicts, and address challenges related to all areas of shared services is crucial.
- Customer Service Orientation: Service Manager should have a customer service mindset and be committed to providing excellent support to internal customers.
