Manager Service Management Finance Shared service center

Brenntag Business Services Sdn Bhd; Subang Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global distribution company in Malaysia is seeking a Service Management Manager. This role is pivotal in overseeing the governance of Finance Shared Services, managing service delivery metrics, and fostering stakeholder relationships. Responsibilities include resolving complex issues, driving process improvements, and ensuring compliance with SLAs. Ideal candidates possess strong leadership, client communication skills, and proficiency with tools like ServiceNow and Power BI. Competitive perks, including medical and performance bonuses, are offered.

Benefits

Medical

Miscellaneous allowance

Dental

Parking

Vision

Outpatient Medical

Insurance

Performance Bonus

Qualifications

• Experience in service management and governance.
• Strong leadership and project management skills.
• Excellent relationship management abilities.

Responsibilities

• Oversee service delivery metrics for finance shared services.
• Manage escalations and resolve complex service-related issues.
• Drive process improvement initiatives.

Skills

Client communication

Service delivery metrics

Stakeholder management

Process optimization

Risk management

Power BI

Tools

ServiceNow

Power BI reporting tools

Job description

Manager Service Management Finance Shared service center

We are seeking a dynamic and results-oriented Service Management Manager to act as an integral role in the governance of the Finance Shared Service functions and report SLA performance to internal as well as external stakeholders. This person will be the escalation point upon service disruption and missing service deliverables. In addition, this person also leads, steers and delivers the process improvement initiatives/project for the center.

Service Delivery Management

Oversee the end-to-end service delivery metrics of finance shared services, including P2P, O2C, and R2R.

Develop SLA monitoring templates for internal and external stakeholders reporting.

Setting and facilitating the achievement of department objectives and ensure compliance to each department’s SLAs and Group policies.

Align the service management framework to the overall Finance Shared Service KPIs.

Manage escalations and resolve complex service-related issues in a timely manner by chairing management meeting and collaborating closely with each department.

Chair, drive and follow through service review meetings with stakeholders for resolution on escalated issues, process changes etc.

Stakeholder Management

Responsible for high-level relationship management and acts as escalation point for stakeholders.

Responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship.

Regular interaction with stakeholders to understand their potential future demands and concerns on service delivery.

Process Improvement

Identify opportunities for process optimization, and standardization to enhance service quality and reduce costs.

Drive process consistency and standardization to optimize operational efficiency & effectiveness and to identify opportunities for continuous improvement.

Interact with other departments and project teams to coordinate the achievement of business objectives and operational improvements.

Compliance and Risk Management

Develop, implement and enforce budgets, policies and department controls.

Identify areas of risk, and recommend solutions and best practices.

Take lead in risk management or business continuity planning (BCP).

Technology and Tools

Collaborate with IT and other teams to implement and optimize finance-related tools and systems (ServiceNow, workflow automation, Power BI reporting tools).

Compile, analyze and report key business and financial management processes and measures to management or external agencies.

Utilize Power BI to create dashboards and reports that provide actionable insights into service performance, financial metrics, and operational efficiency.

Stay updated on emerging technologies and trends in finance shared services to drive innovation.

Perks and benefits: Medical, Miscellaneous allowance, Dental, Parking, Vision, Outpatient Medical, Insurance, Performance Bonus.

We are the global market leader in chemical and ingredients distribution. Our more than 17,700 employees provide tailor‑made application, marketing and supply chain solutions. Our broad and diversified portfolio comprises industrial and specialty chemicals and ingredients of a world‑class supplier base. Building on its long‑standing experience, unmatched global reach and local excellence, Brenntag works closely alongside its partners to make their business more successful. Brenntag operates a unique global network with about 600 locations in 72 countries.

Application Questions

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Services Management Manager?