Service Delivery Manager

2 months ago

London, Ontario, Canada Mundipharma International Full time
Job Description

Mundipharma International is seeking a highly skilled Service Delivery Manager to join our Service Management team. The successful candidate will be responsible for driving service delivery, tracking and monitoring issues, and promoting streamlining of our Global Finance Shared Service Centre (FSSC) operations.

Key Responsibilities
  • Performance Management
    • Employ a data-driven approach to performance management, defining and implementing key service SLAs and process KPIs across FSSC operations.
    • Convert service & process metric reporting into actionable items, ensuring efficient resource utilisation and process optimisation for all services provided by FSSC (Offshore BPO).
    • Act as representative in key forums for FSSC across service and process performance, ensuring service agreements are upheld by the FSSC and transparently reported to the wider business community.
    • Act as the point of escalation to resolve issues and complaints, collaborating with stakeholders to escalate their issues and concerns and ensure the governance model is used to resolve issues.
  • Relationship Management
    • Build effective relationships with external and internal customers of the FSSC, promoting a culture of service excellence and ensuring service agreements are upheld by the FSSC.
    • Collaborate with stakeholders to escalate their issues and concerns and ensure the governance model is used to resolve issues, working with key stakeholders across Finance and Commercial functions to ensure measures and metrics are fit for purpose.
    • Establish regular cadence with internal and external stakeholders of the FSSC, ensuring effective communication and encouraging self-service via the FSSC interaction model.
  • Process Leadership
    • Establish a culture of process excellence, continuous improvement, and strong compliance across FSSC services, working with GPO's, Internal Controls, and Internal Audit to ensure processes are optimised with necessary robust controls.
    • Assign clear roles and responsibilities throughout the end-to-end processes, supporting resolution of process issues and ensuring efficient resource utilisation and process optimisation for all services provided by FSSC (Offshore BPO).
  • Interaction Models
    • Support the development of all metrics/reports within Power BI, ensuring data integrity and controls are embedded, in collaboration with the MundiPharma Reporting Catalogue.
    • Work closely with the wider Power BI project to ensure alignment and reliability of data reported, defining, implementing, and continuously improving the interaction model between FSSC and its customers through Service Now.
  • FSSC Communication
    • Establish a robust FSSC communication plan for all internal and wider business stakeholders, managing communications across all levels of governance, e.g. Exco, SteerCo, Internal Customer Board.
    • Leverage all available platforms to ensure effective communication and encourage self-service via the FSSC interaction model, promoting a culture of service excellence and ensuring service agreements are upheld by the FSSC.
Requirements
  • University Degree or equivalent in Finance or Accounting.
  • Service Delivery experience in a global company.
  • Experience in managing large / complex operations & projects inc BPO and captive shared services.
  • Continuous improvement track record.
  • End-to-end finance process understanding.
  • Finance shared services.
  • ERP rollout programme, Project delivery, automation initiatives.
  • Pharma industry processes.
  • Finance transformation experience.
  • End-to-end enterprise processes understanding.
  • Coaches & manages people (direct and/or indirect), delegates effectively, cross-functional wow understanding, senior stakeholder management, strong negotiation skills.
What We Offer
  • Flexible benefits package.
  • Opportunities for learning & development through our varied programme.
  • Collaborative, inclusive work environment.

Mundipharma International is committed to building an inclusive environment where people can thrive, grow, and achieve their full potential. We are dedicated to bringing innovative treatments to patients in the areas of Pain Management, Infectious Disease, and Consumer Healthcare as well as other severe debilitating disease areas.

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