BPO & HANA Delivery Manager

Organisatie


Responsible for the functional and operational transition of their process areas. Accountable for final sign-off on solution identification, knowledge transfer, training completion, key service level definitions, critical deliverables, and cut-over readiness. Provides strategic direction to Service Provider(s), Governance, and other Functional Owners for the effective delivery of their Service to Company A Customers. Oversee the functional strategy, development and support for the function within the scope of services.

Design and implement
–    Responsible for new process design and implementation across the functional areas Finance and Procurement
–    Manages the relationship with IT to deliver on process design 

Continuous improvement
–    Establishes end-to-end metrics or KPIs that measure the performance of the process aligned to internal or external customers
–    Responsible for advancing process and enhancing overall process capabilities (maturity)

Accountability
–    Has overall accountability for the performance of the process
–    Has the authority to direct other functional leaders where process would be impacted (controls the spend) 

 

Functie

•    Communicates Function Service Strategy/Roadmap, Content to Service Provider(s) as necessary. Supports and coordinates the solution refinement/design activities associated with their functional area
•    Reviews and approves/signs-off on key milestones and provides validation of milestone progress; Signs-off on cutover readiness
•    Approves all changes to current policies and procedures for the functional area
•    Responsible to design and finalize the solution to support the process in an outsourced services environment
•    Approves any changes to current processes to deal with exception situations
•    Responsible for overseeing the definition, measurement and establishment of initial service levels and CSL/KPI targets for the functional area
•    Key point of contact for escalating Site leads.
•    Develops and communicates Service Level Targets, OLAs & SLAs to appropriate Service Delivery Manager and or Service Provider(s)
•    Develops and monitors internal and external Service Continuous Improvement plans.
•    Defines/refines changes to the services provided by the Service Provider(s) that require new initiatives and/or projects.
•    Manages the demand and consumption management processes for applicable Service Function(s).
•    Responsible for Service Budget and Financial Management for applicable Service Function(s)
•    Responsible to verify the Service Provider(s) invoices for applicable Service
•    Participate in Joint Executive Steering and Operations Committees with Service Provider(s) Leadership.
•    Coordinate retained and outsourced activities to provide seamless service to Company A Businesses.
•    Resolve escalated Service related issues and disputes.

 

Functie-eisen

•    10+ years in-depth functional expertise (F&A, S2P, Q2C)
•    5-7 years project management
•    1 –3 years of experience with the management of major outsourcing contracts an asset
•    Formal Continuous Improvement training (i.e. Six Sigma)
•    MS/MBA/MA, applicable certification or equivalent experience required

Inlichtingen

#1053