What You Will Do- JOB SUMMARY
Serve as the primary S&S contact and trusted advisor for regional stakeholders, aligning business needs with S&S strategy and services. Build strong partnerships across business, CoEs, D&T, S&S, and IBH teams. Drive service performance, stakeholder engagement, service expansion, process improvement, and value realization. Monitor KPIs and service outcomes, lead issue resolution and escalations, and ensure effective governance, accountability, and continuous improvement.
- WHAT YOU WILL DO
Business Engagement & Relationship Management - Serve as the primary S&S contact and subject matter expert for regional stakeholders.
- Build strong partnerships and translate business needs into service improvements.
- Lead service reviews and communicate performance, risks, actions, and outcomes.
Service Expansion & Value Creation - Identify opportunities to expand S&S services through automation, digital solutions, and process improvements.
- Connect stakeholders with relevant capabilities and develop business cases and implementation plans.
- Promote service offerings and track adoption, outcomes, and value realization.
Service Delivery & Performance - Monitor service performance using KPIs, SLAs, customer feedback, and business impact measures.
- Drive corrective actions, service stabilization, and continuous improvement initiatives.
- Provide insights and recommendations to support leadership decisions.
Escalation & Issue Resolution - Act as the primary escalation point for significant cross-functional service issues.
- Coordinate triage, communications, risk management, recovery efforts, and resolution tracking.
- Lead root-cause analysis and implement sustainable corrective actions.
Governance & Ways of Working - Promote standardized engagement, governance, and escalation processes.
- Clarify accountability across stakeholders and support service access and demand management.
- Foster transparency, collaboration, and continuous improvement across S&S, IBH, D&T, and business teams.
Qualifications- REQUIRED MINIMUM QUALIFICATIONS:
- Experience in service delivery, shared services, business operations, customer success, process management or an equivalent operational role.
- Good understanding of shared-service or IBH operating models, including service requests, issue management, escalation routes and performance reporting.
- Strong stakeholder-management skills, with the ability to build trust across business, S&S, D&T and operational service teams.
- Ability to coordinate service issues across multiple teams, clarify ownership and maintain momentum through to resolution.
- Clear written and verbal communication skills, including the ability to explain service processes, decisions and expectations in simple business language.
- Strong organisation skills, with disciplined management of actions, risks, issues, meeting outputs and follow-ups.
- Continuous-improvement mindset and the ability to identify recurring friction points and support practical corrective actions.
- Good analytical capability, including interpretation of service performance, issue trends, KPIs, SLAs and stakeholder feedback.
- Comfortable working in a regional and matrix environment across markets, factories, functions and global teams.
- Fluent oral and written English is essential; additional regional language capability is beneficial.
- Experience supporting service transition, stabilisation or organisational change would be beneficial.
Work Environment and Physical DemandWhat We Offer• Competitive benefits package that includes medical/dental/vision/life insurance/disability plans
• Dollar for dollar 401k match up to 6% and 5% annual company contribution
• 15 Company-paid holidays
• Generous paid time off
• Employee recognition and discount programs
• Education assistance
• Employee referral bonus program
• Hybrid workplace - remote / in office
• Summer hours
• Casual dress policy Monday through Friday
Annual Base Salary Range: $160563.00 - $214084.00
Final compensation will be determined based on experience, qualifications, and internal equity. This role may also be eligible for annual bonus or incentive compensation.
Applicant InformationThis job description describes the essential functions of the job at the time the job description was created, but it is not an exhaustive list of tasks, duties and responsibilities. In addition, the position may evolve or change over time and such changes may not be reflected in the job description until it is next updated.
