Job Purpose:  The BSC Service Management Lead is responsible for monitoring and reporting all the service management metrics within Business Service Center (BSC) as per the agreed Service Level Agreements. The individual will be required to work closely with Operating Companies and BSC Tower leads for ongoing maintenance of Service Level Agreement (SLA) and Operational Level Agreement (OLA) for BSC. He/She will also be responsible for ensuring execution of business continuity plans and risk management plans  Principal Accountabilities:  Service Management Reporting and Control   - Develops and executes Service Management approach. Owns deployment of BSC standards across all processes  - Monitor service delivery as per the agreed service levels and budgetary guidelines defined in the relevant Service Level Agreements  - Owns BSC Performance Management process, develops Standards and KPI structure for all processes  - Revise Service Level Agreement and Operating Level Agreement in conjunction with the process owners from operating company and BSC tower leads   - Review and revision of the chargeback mechanism for service provided by BSC  - Ensure accurate and timely service reporting as per agreed schedule, including internal performance and client service performance  - Highlighting large deviations in service levels to Head of BSC and other leadership team members and supporting them in driving effective resolution of issues.  - Driving the automation of service management reporting by leveraging new technology and information systems   - Lead the work around establishing and driving all management processes for BSC  - Ensure execution of business continuity plans and risk management plans  - Oversee third party resources and services, as and when necessary, to ensure assigned tasks are fulfilled efficiently and meet Service Level agreements  Stakeholder Management   - To ensure constant engagement with the key stakeholders in Operating Companies and BSC leadership team for maintenance of SLA and OLA  - Supports tactical support and resolution to internal and external customers for service issues  Skills & Desired Experience  - Total 8-10 years of experience in managing and leading the service management team for a large, complex & high growth business organization (preferably shared services)  - Ability to thinks strategically; taking a balanced short and long-term view when solving problems; ability to utilize information from a wide variety of sources  - Experience of supervising managers of multifunctional or global teams in the past and ideally worked in an operations environment to deliver high quality outcomes and results.  - Result oriented, with high level of motivation for self-growth, along with the drive for growing team members and overall organization.  - Entrepreneurial spirit with high motivation and enthusiasm to learn. Experience of working in a startup service center organization will be a plus.   - Experience working for a multinational organization and working with colleagues internationally  - Excellent stakeholder engagement skills and ability to communicate effectively with clients of all levels and with fellow project team members  - Ability to look cross functionally and weigh competing ideas and priorities  - Ability to influence overall business results while managing the risk profile of the business  - Experience of working in cement or any other manufacturing industry will be a plus  Educational Qualification  - Bachelor/Master's Degree in Management, Business, Finance, Accounting/ Chartered Accountant  - Training and certification in Six Sigma or LEAN, or similar quality management experience

Bangalore

Head - Service Management - Shared Service Setup - Captive Centre 

Head - Service Management - Shared Service Setup - Captive Centre  ,Job Description for Head - Service Management - Shared Service Setup - Captive Centre  in Krehsst Tech Solutions in  Bangalore for (10-18) years of experience. Apply Now!

Job Description for Head - Service Management - Shared Service Setup - Captive Centre  in Krehsst Tech Solutions in  Bangalore for (10-18) years of experience. Apply Now!