Manager Service Management Finance Shared service center

Brenntag; Subang Jaya; On-site; MYR 120,000 - 160,000; Full time

Job summary

A leading global service provider in Malaysia is seeking a Service Management Manager to oversee finance shared services and ensure SLA compliance. The ideal candidate will manage escalations, improve service quality, and maintain high stakeholder satisfaction. This role involves collaboration with IT and leveraging tools like Power BI for operational efficiency. Strong relationship management and process optimization skills are essential. The organization offers a dynamic environment for driving service excellence.

Qualifications

• Dynamic and results-oriented with experience in service management.
• Proven ability to manage complex service-related issues.
• Strong relationship management and client communication skills.

Responsibilities

• Oversee end-to-end service delivery metrics of finance shared services.
• Ensure compliance with SLAs and Group policies.
• Drive process consistency and standardization for operational efficiency.

Skills

Service delivery management

Stakeholder management

Process improvement

Risk management

IT collaboration

Power BI utilization

Tools

ServiceNow

Power BI

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.