Director Service Delivery Operations

2 tygodni temu

Kraków, Lesser Poland Danish Crown AS Pełny etat

Press Tab to Move to Skip to Content Link

Select how often (in days) to receive an alert:

As the Director of Service Delivery Operations, you will be responsible for overseeing and optimizing the delivery of services to our clients/BU's. You will lead a team dedicated to ensuring that our services are delivered with the highest level of quality, efficiency, and customer satisfaction. This role requires strong leadership, strategic thinking, and the ability to collaborate across departments to drive continuous improvement.

Area of responsibility:

Build and maintain strong relationships with key clients, ensuring their needs are understood and met effectively. Ameliorate KPIs and metrics to monitor the performance of service delivery operations, regularly reviewing and analyzing data to identify areas for improvement. Work closely with cross-functional teams, to align service delivery efforts with overall business objectives. Champion a culture of continuous improvement, fostering innovation and driving initiatives to enhance service delivery processes and capabilities.

Specific tasks:


• A senior member of GBS leadership team with the responsibility of defining the overall strategic direction and key priorities of the GBS Operations organization.

• Leading GBS Operations (AP, AR, Group Master Data and General Ledger) based on best-in-class processes, systems, policies, and procedures.

• Leads the GBS Operations organization through 4 Operational managers and 8 team leaders reporting to the Operational managers and thereby holds the overall responsibility and accountability for the GBS Operations organization and its delivery of high-quality service for transitioned BUs.

• Identifies and implements operational excellence initiatives to ensure delivery of business case targets and consistently drives for substantial improvements in process quality, efficiency, and reliability, thereby creating and driving a positive customer experience and positive customer results.

• Takes full ownership of new transitions when migrating new business units to GBS Cracow

• Holds the ultimate responsibility for meeting all service level agreements (SLAs) and for meeting the targets and deadlines of the defined key performance indicators (KPIs)

• Ensures adherence to controls and audit requirements while ensuring seamless execution of processes.

• Sets the agenda within the GBS organisation for driving process improvements (Continuous Improvement) and digitalisation in close cooperation with Center of Excellence Heads and Automation/RPA department, continuously developing and improving service levels to meet increasingly.

• Driving achieving efficiency improvements of 20-40% over the next three years, constantly benchmarking GBS Operations/Shared Services Operations against other major SSCs and known best practices

• Coach and hold direct reports (Operational managers) accountable for delivering on individual goals and team goals.

• Creates strong and effective teams motivated towards world class performance and realization of stretched targets.

• Ensures a proper alignment and coordination between all Shared Services Operations teams.

Requirements:

  • University diploma (Business / Finance / Economy / Management).
  • Preferably solid Polish language skills (but not a prerequisite for holding the position)
  • Documented training / education within LEAN six sigma and customer design thinking will be seen as a major plus.
  • Min. 10+ years' experience in an international and multi-functional BPO or SSC/GBS organization, with solid experience in managing teams (50+) and leading through other (first line) managers.
  • Strong leading leaders experience – proven abilities within direction setting and structured follow-up.
  • Demonstrated track record in driving and improving employee engagement (upper quartile) and managing attrition levels below industry levels.
  • Ability to influence senior management and key stakeholders.
  • Great communication and presentation skills.
  • Excellent change management skills and experience with driving organisational change in larger and complex organisations, preferably a matrix organisation.
  • Strong financial acumen in managing and controlling OPEX targets and improve set-up of cost allocations to Business Units.
  • Demonstrable experience in bringing and leading multi-functional Operations to a world class level – top quartile performance (efficiency & effectiveness, customer experience, value creation).
  • Demonstrable experience in leading transformations and transitions is a plus.
  • Experience with moving up the 'value chain/curve' within Finance & Procurement.
#J-18808-Ljbffr

  • Senior Director – Commercial Risk Service Delivery Lead

    2 tygodni temu

    Kraków, Lesser Poland Aon Pełny etat

    Senior Director - Commercial Risk Service Delivery Lead Do you have Risk operations expertise? Are you ready for your next career move at Aon? This newly created role will be based in the Krakow, Poland service center, and will call on your Aon network and operations leadership experience across EMEA to create a cohesive service solution for...

  • Delivery Director

    2 tygodni temu

    Kraków, Lesser Poland Backbase Inc. Pełny etat

    Backbase is seeking a growth-oriented software executive who will be responsible for delivery and implementation of the Backbase solutions at existing and new customers.Backbase is going through a pivotal moment in its history as the company scales rapidly and has transitioned to a Software as a Service model. This is a unique opportunity to create value and...

  • Administrative Director of Nursing Operations

    2 tygodni temu

    Kraków, Lesser Poland HCA Healthcare Pełny etat

    HCA Healthcare Administrative Director of Nursing Operations Lewisville , Texas Apply Now Want to join a team of daring managers who care without reservations or limits? Our Medical City Lewisville team is looking for an Administrative Director of Nursing Operations. HCA Healthcare is an advanced healthcare network that has committed up to $300 million to...

  • People Service Delivery Lead

    2 tygodni temu

    Kraków, Lesser Poland Meta Pełny etat

    Meta People Service Delivery Lead San Francisco , California Apply Now The People Service Delivery (PSD) team's mission is to run the best people focused service delivery business in the industry. Leading with care and empathy, we develop efficient processes, systems, and programs. We aim to ensure employees feel heard and have the resources and support they...

  • Medical Director Cardiovascular Service Line

    2 tygodni temu

    Kraków, Lesser Poland Virginia Mason Franciscan Health Pełny etat

    Virginia Mason Franciscan Health Medical Director Cardiovascular Service Line Tacoma , Washington Apply Now In 2020 united in a fierce commitment to deliver the highest quality care and exceptional patient experience Virginia Mason and CHI Franciscan Health came together as natural partners to build a new health system centered around the patient: Virginia...

  • Sales Delivery Director

    2 tygodni temu

    Kraków, Lesser Poland TeleTech Holdings, Inc. Pełny etat

    Sales Delivery Director – Krakow, Poland Be the spark that brightens days and ignite your career with TTEC's award-winning employment experience. As a Sales Delivery Director working on site in Krakow, you'll be a part of bringing humanity to business. #experienceTTEC What You'll be Doing Looking for an opportunity to manage an overall client relationship...

  • Service Delivery Manager

    2 tygodni temu

    Kraków, Lesser Poland Relativity Pełny etat

    Location: Hybrid Krakow Department: Relativity Service Delivery Work Status: Full-time Location Type: Hybrid Overview Here at Relativity we prioritize flexibility and work-life harmony. Our Hybrid work environment provides options tailored to your role and location, aiming to enhance engagement, connectivity, and productivity.Join us to experience a...

  • HR Operations Delivery Manager

    2 tygodni temu

    Kraków, Lesser Poland ABB Schweiz AG Pełny etat

    HR Operations Delivery ManagerAt ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions.That's our story. Make it your story.This position...

  • Cybersecurity Service Manager

    2 tygodni temu

    Kraków, Lesser Poland HSBC Service Delivery (Polska) Sp. z o.o. Pełny etat

    Cybersecurity Service Manager - ServiceNow Kraków, Lesser Poland Voivodeship Cybersecurity Service Manager - ServiceNowOperating systemWindowsAbout the projectManage the Service Now Product Modules in the areas of ITSM, ITBM, Performance Analytics, CMDB, Business Portfolio, Knowledge Management, Continuous Improvement, Resource / Service Cost Management &...

  • Service Delivery Manager

    2 tygodni temu

    Kraków, Lesser Poland Relativity Pełny etat

    Location: Hybrid KrakowDepartment: Relativity Service DeliveryWork Status: Full-timeLocation Type: HybridOverviewHere at Relativity, we value flexibility and work-life balance. Our hybrid work environment offers tailored options for your role and location to boost engagement and productivity. Join us for a collaborative and innovative culture where...

  • Delivery and Strategy Manager

    2 tygodni temu

    Kraków, Lesser Poland HSBC Service Delivery Pełny etat

    Delivery and Strategy Manager Kraków, małopolskie Some careers shine brighter than others.If you're looking for a career that will help you stand out, join HSBC, and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take...

  • HR Operations Delivery Manager

    2 tygodni temu

    Kraków, Lesser Poland ABB Pełny etat

    HR Operations Delivery ManagerAt ABB, we are dedicated to addressing global challengesOur core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions.Write the next chapter of your ABB story.This is a position...

  • Service Delivery Manager

    2 tygodni temu

    Kraków, Lesser Poland Relativity Pełny etat

    Here at Relativity we prioritize flexibility and work-life harmony. Our Hybrid work environment provides options tailored to your role and location, aiming to enhance engagement, connectivity, and productivity.Join us to experience a culture of collaboration and innovation, where connecting in-person adds value to our collective growth. Let's work...

  • Technical analyst

    4 tygodni temu

    Kraków, Lesser Poland Hsbc Service Delivery Pełny etat

    Operating system, WindowsAbout the project, The Data & Analytics team's vision is to:, Help answer complex questions quickly but bringing the right data and insights to the people that need them, Build a culture of using data with speed and agility to drive decisions, , The goal of our 2024 program is to improve Global Procurement's data analytics capability...

  • Technical analyst

    1 miesiąc temu

    Kraków, Lesser Poland Hsbc Service Delivery Pełny etat

    Operating system, WindowsAbout the project, The Data & Analytics team's vision is to:, Help answer complex questions quickly but bringing the right data and insights to the people that need them, Build a culture of using data with speed and agility to drive decisions, , The goal of our 2024 program is to improve Global Procurement's data analytics capability...

  • Sales Delivery Director Krakow

    2 tygodni temu

    Kraków, Lesser Poland TTEC Pełny etat

    Sales Delivery Director – Krakow, Poland Be the spark that brightens days and ignite your career with TTEC's award-winning employment experience. As a Sales Delivery Director working on site in Krakow, you'll be a part of bringing humanity to business. #experienceTTEC What You'll be Doing Looking for an opportunity to manage an overall client...

  • Data Delivery Investment Governance Manager

    2 tygodni temu

    Kraków, Lesser Poland HSBC Service Delivery Pełny etat

    Technologies-expected : Cognos GDPM Microsoft Excel about-project : The role primarily supports the Protect and Unlock pillars of the Strategy.The principal accountability of the role holder is to manage the investment governance for DAO Delivery & Portfolio management.responsibilities : Investment governance including planning, prioritisation, and...

  • Service Delivery Manager

    2 tygodni temu

    Kraków, Lesser Poland Comarch Pełny etat

    Service Delivery Manager Kraków, małopolskie Service Delivery Manager Kraków Kraków, małopolskie, Polska Obowiązki Zarządzanie projektem utrzymania usług informatycznychNadzór nad terminową realizacją zadań, w tym monitorowanie postępów prac oraz weryfikacja zadań w zakresie realizowanego projektuBudowanie trwałych relacji z klientem i...

  • Siam Product Manager – Human Resources Service Delivery

    2 tygodni temu

    Kraków, Lesser Poland Hitachi Energy Services Sp. Z O.o. Pełny etat

    Technologies-expected : Service No W about-project : Hitachi Energy IT has initiated an IT Transformation program for the set up and migration to a new "stand alone" global IT environment.We are looking for a talented IT individual to be part of building and operating a new IT function equipped to meet our future needs.As SIAM Product Manager – Human...

  • Senior Childcare Program Director

    2 tygodni temu

    Kraków, Lesser Poland YMCA of Pierce and Kitsap Counties Pełny etat

    Location field must contain 'city, state' or a zip code to perform a radius search (e.g., Denver, CO or City and state must be separated by a comma followed by a space (e.g., Houston, TX ) YMCA of Pierce and Kitsap Counties Senior Childcare Program Director in Tacoma , Washington The YMCA of Pierce and Kitsap Counties is seeking a Senior Program Director to...