Head, Center of Excellence
Riyadh, SA
Role Purpose
To develop the service management framework for the COE and ensure its consistent application, including the use of common service management methodology, tools and infrastructure such as service catalogue, SLAs, service pricing and charging model, performance management as well as service interaction model. While also building and maintain relationship with key internal/ external stakeholders.
Job Accountabilities & Activities
Process development
-Responsible for the development of the service management framework for the COE and ensure its consistent application, including the use of common service management methodology, tools and infrastructure such as service catalogue, SLAs, service pricing and charging model, performance management as well as service interaction model.
- Responsible for the development of Shared Services Budget and Strategic Plan.
- Plan and conduct service governance meetings on strategic level, serves as single point of contact for urgent escalations.
- Driving continuous improvement mindset in the COE and driving various initiatives across COE & SSC.
- Final authority on any process changes/ improvements and policy updates related to COE operations.
Stakeholder Management
- Overall Process excellence lead of Shared Services COE , building an effective partnership between COE and business partners.
-Ensure and maintain long-term and reliable relationships with business partners, conduct and follow up on business partner satisfaction as well as understand business needs and aligns business development opportunities.
- Partnering with the retained organization to identify future potential for COE.
- Play as business partner role across all Towers within COE and Retained Organization.
- Actively participate in steering committee and governance meeting.
- Receive and Execute Strategic directions from Holding Company
- Support CEO Board in taking critical business decisions.
Education & Certifications
University degree preferably an MBA
Required Years of Experience
Min 15 Years of Experience with at least 10 years of experience in a shared services leadership role (preferably process excellence and innovation)