Service Management, Change and Improvement Manager

Qualitfications:

At least 7 - 10 years experience in service support function with comprehensive understanding of service management concepts, operational excellence and continuous improvement processes and procedures

  

Experience in project management desirable

Experience in shared services centre desirable

Good presentation skills to Management Team

Strong Leadership skill

Professional competencies

Strong leadership and management skills planning, organization and direction of employees

Strong coaching and counselling skills

Ability to motivate and cultivate strong unified team

Excellent interpersonal and relationship building skills to help shape and model the desired culture

Excellent oral and written communication skills

•   Ability to read, understand, verbally exchange information and compose written material for business purposes in English
•   Ability to express ideas and information in an organized and logical manner
•   Ability to communicate effectively with all levels of the organization
  
  
  

   Quantitative and analytical skills for problem solving and issue /risk mitigation

   Proven ability in advising Senior Management regarding complex and sensitive decisions

  Innovates and effects continuous improvement

  Strategic thinking and plans for the long term success of Filinvest Business Services

  Proven ability to manage and lead large teams during a period of significant change

Functional competencies

  Strong knowledge of finance and accounting, HR, Admin and IT principles and processes, preferably supported by previous shared services management experience

  Strong knowledge of concepts, principles and procedures for service management

  Ability to build strong internal and external customer relationships

  Ability to identify areas of improvement to work effectiveness and efficiency, and drive necessary action to completion

  Ability to use computer applications as required

Principal Accountability:

Manage all functional aspects of service management, change and continuous improvement within Filinvest Business Services including Service Level Agreement and Review of Service Performance and Change Impact Analysis and driving later of potential process improvement suggestions.