Service Delivery Officer

My client is looking for someone that can lead a team with confidence and be able to obtain information from people whilst being able to hold their own.
Having any knowledge or experience within professional body (eg CIMA, ACCA, ICM, CPIM or CPM) is an advantage but not essential for this role.

Job Purpose
* The Service Delivery Officer supports the delivery of services from the outsource service provider, TCS, to the Shared Services' tower, Order to Cash, by monitoring and maintaining robust governance of the contract, process changes, performance against SLAs and facilitating collaborative team working between offshore, TCS, and onshore, process teams to innovate and optimise process performance and customer experience
* Operate a governance framework that ensures that all parties (Retained Organisation, TCS and Lines of Business) are aware of, track and deliver their contractual responsibilities with respect to the service provided by service provider (TCS) to Order to Cash tower
* Be a subject matter expert within Order to Cash on the contract with service provider (TCS) and provide advice and arbitration as required
* The Service Delivery Officer supports process managers (who are accountable for the operation of processes and the delivery of service) in resolving issues with TCS and developing process changes and improvements

Experience Required
* 3-5 years of tower specific shared services experience.
* Management of service delivery performance and compliance through SLAs an advantage.
* Stakeholder management and communications.
* Proficient use of business systems and analytical tools
* Project management or leadership of improvement initiatives
* must have an understanding of control processes
* looking for individuals with a finance background but not necessarily the qualifications

Behavioural Competencies/Leadership Qualities
* Logical approach to problem solving
* Diligent, shows attention to detail
* Customer Focus
* Organised - project management skills desirable
* Personable - ability to build relationships quickly

Warwickshire, Service Delivery Officer, 6 month, delivery, order to cash tower.

hy-phen Limited is acting as an Employment Business in relation to this vacancy.