Operational Shared Services Lead

The role is to own the design, transition and steady-state operation of the shared-services/GBS delivery model for non-finance operational towers — HR, IT Service Desk, Order Management, Pricing, Master Data Management and Analytics. Mirrors the Finance Shared Services Lead's remit for these towers, ensuring a consistent shared-services operating model across the enterprise.

Key Responsibilities:

During Design & Diagnose:

• Work with the relevant Business Process Leads and the delivery partner to determine which HR, order management, pricing, MDM and analytics processes are placed in the shared service centre versus retained
• Co-design the service catalogue, SLAs, RACI and governance framework for these operational towers with the delivery partner
• Provide input on sizing, location/sourcing strategy and retained-organisation design for these towers

Through Build, Rollout & Steady State:

• Lead RCPL-side execution of process transition/cutover for HR, order management, pricing, MDM and analytics into the shared service centre
• Own day-to-day performance management of the operational shared-services organisation against agreed SLAs and KPIs once live
• Manage employee transfer and redeployment matters for these towers in coordination with HR and the Finance Shared Services Lead (for a consistent approach)
• Own the controls environment for these towers and drive continuous improvement post-stabilisation.