Senior Manager, Center of Excellence

Role Purpose

To develop and oversee the service management framework for the COE, ensuring its consistent application across service management methodology, tools, infrastructure, and performance management. This role also involves building and maintaining relationships with key internal and external stakeholders.

Job Accountabilities & Activities

Process development:

•    Lead the development, implementation, and consistent application of the service management framework within the COE. This includes the creation and maintenance of a comprehensive service catalogue, defining and monitoring service level agreements (SLAs), and implementing a robust service pricing and charging model.
•    Oversee the design and execution of performance management systems for COE services, ensuring all processes are tracked, analyzed, and continuously improved to meet both internal and external stakeholder needs.
•    Ensure the development of clear, well-defined processes that improve service delivery across the organization, with a focus on maintaining standardization and operational efficiency.
•    Develop and refine the service interaction model, ensuring it meets the evolving needs of stakeholders, both internally and externally.

Stakeholder Management:

•    Establish and foster strong relationships with internal and external stakeholders, focusing on collaboration to align COE operations with business needs and strategic objectives.
•    Take the lead in managing business partner relationships by ensuring regular communication, conducting satisfaction surveys, and translating stakeholder feedback into actionable improvements.
•    Work closely with senior management to align COE services with broader organizational goals and ensure continuous collaboration with retained organizations to identify future opportunities for COE services.
•    Serve as a trusted advisor to internal business partners, facilitating discussions around process improvements, service innovations, and changes in service delivery models.
•    Represent the COE in steering committees and governance meetings, providing strategic input on service delivery models and improvements.

Governance & Strategic Alignment:

•    Take responsibility for ensuring that all COE activities align with the company’s strategic vision, policy frameworks, and governance standards.
•    Act as the final authority on any process changes or improvements within COE operations, ensuring that all adjustments are well-documented, communicated, and implemented across the organization.
•    Ensure compliance with all regulatory requirements, internal policies, and best practices while driving improvements that enhance service quality and consistency.
•    Partner with senior leadership to ensure that COE initiatives align with corporate strategies and priorities, actively supporting the decision-making process by providing data-driven insights and recommendations.
•    Support the CEO and executive board in making critical business decisions by providing accurate data, forecasting trends, and advising on the implications of COE-related strategies.

Education & Certifications

University degree preferably an MBA

Required Years of Experience

Min 13 Years of Experience with at least 8 years of experience in a shared services leadership role (preferably process excellence and innovation)