Shared Services Manager

Does helping leading organisations achieve world-class performance sound exciting? Well keep reading, because Competitive Capabilities International (CCi) is looking for an experienced Shared Services Manager to join our team.

**About Competitive Capabilities International (CCi)**

CCi has a 35-year track record of helping leading organisations build competitive capability through maturity-based best practice implementation. We are immensely proud of our continuous improvement solution, TRACC, which has transformed over 3000 supply chains in more than 75 countries.

**About this role**

As a member of the Technology department, you will manage the Shared Services team to maintain and enhance consolidated business function support capabilities in support of organizational objectives with the use of global best practices and enabling technology. You will be responsible for the centralised ticketing, servicing, incident and change management operational functions, engaging with key stakeholders to continually improve its efficiency and effectiveness in pursue of exceptional employee and client experiences and organisational scalability through operational excellence.

With this in mind, you will make an impact from day one by:
**RESPONSIBILITIES AND DUTIES**

**People Management**
- Manage the daily operations of the Shared Services team.
- Implement effective resource planning, Shared Services strategies and operations.
- Set and meet performance targets for response times, efficiency and quality.
- Review the performance of the Shared Services team, identify developmental needs and provide coaching and training as required.

**Shared Services**
- Coordinate and manage Shared Services projects and initiatives.
- Handle and route queries and provide assistance and advice to customers and regions. Refer more complex queries to relevant specialists (2nd and 3rd line).
- Document, track and monitor issues to ensure resolution in a timely manner and that tasks are set at the appropriate priority levels.
- Improve overall response times to customers and employees.
- Provide functional and technical support to all internal and external users where required.
- Respond to and coordinate all designated queries and tickets in a timely, efficient and professional manner (24-hour first response time).
- Accurately track events and problems through to resolution in the ticketing system.
- Contribute actively to the knowledge management strategy - Contribute to CCi knowledge base by reviewing current CCi material and submitting improvement suggestions and engaging other contributors.
- Utilise data analytics in support of engaging stakeholders to find improvement opportunities.
- Manage the implementation, rollout and maturing of Shared Services IT Solutions including integrations, ticketing, incident, change, knowledge management, automation and other complimentary technologies (supporting digital transformation efforts).
- Review and continually improve upon existing processes based on feedback and data.

**Maintain and Improve Shared Services Performance**
- Manage the implementation and improvement of Shared Services systems, processes, Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
- Monitor compliance with and improvement of Shared Services policies, processes and procedures.
- Develop and manage internal SLA’s with various departments.
- Monitor and analyze customer query resolution trends.
- Analyse relevant data to determine the level of support provided and prepare reports.
- Identify and implement strategies to improve quality of service.
- Prepare the annual department budget and monitor performance against budget.

**In order to excel in this role, you will require the following**:
**Education**:

- Tertiary qualification in Business or Technology required
- Modern, relevant technology and operations/process certifications advantageous (e.g. ITIL, COBIT, IIBA, Ops)
- Knowledge of DevOps and agile practices advantages

**Experience**
- 5-10 years’ Management experience
- Shared Services Domain knowledge - Operations, Service Management, IT, Change, Governance
- 3-5 Years in similar role (scope including IT, Finance, HR, Legal, Information Security, Facilities, Procurement etc.) - SSC, BPO, Shared Service, Operations function

**Personal characteristics**:

- Excellent communication skills (including conciseness and clarity of voice)
- Delivery and results orientated
- Analytical ability and strong problem solving skills
- Decisive
- Dependable and organised
- Takes ownership of problems and drives them to conclusion
- Process and systems thinker
- Attention to detail
- Proactive (Initiative)
- Flexible / Agile mindset
- Ability to deal with people at all levels and an influential change agent
- Ability to explain complex concepts in an easily understandable way

**Come, unlock greatness