Service Operation Manager

Position: Service Operation Manager

Pay Rate: £569.18 Per Day / Umbrella

Location: Remote ( UK )

LOA: 3 Months

Start: ASAP

Job Purpose:

Service Operations Manager is a world-wide role, with responsibility for leading the service delivery model that supports Procurement operational activities:

·      The procurement services (Tier 0-3)

·      Maintenance/Improvement of Knowledge materials to support self-service (Tier 0)

·      Incident and problem management

·      VoC feedback and continuous improvement

·      Systems & Analytics support

·      The outsourced supplier providing the Procurement Operating Desk activities

·      Connection with GSK Procurement Shared Service Center

This role is accountable for managing Procurement’s Outsourced provider, alignment with business and site stakeholders and Procurement teams, delivering value in efficiencies and process improvements for GSK.

Key Responsibilities:

·      Accountable for the management of service line capabilities; for example, operational improvements

·      Accountable for delivery of any activity transition between service provider and GSK Procurement Shared Service Center

·      Accountable for effective delivery of tactical procurement operations, liaising with internal / external stakeholders to ensure seamless transactional service delivery and support to requisitioners

·      Provide oversight for outsourced services team, responsible for partnering with outsource provider to define capability requirements and output expectations

·      Help improve and deliver catered BPO governance model to allow for regular and frequent updates on performance against all defined objectives alignment with stakeholders and clearly defined pipeline of initiatives

·      Take ownership of budget, track costs against budget and help control the expenditure in cooperation with Finance for the relevant service scope

·      Identify areas where service levels need to be adjusted and capacity needs to be shifted

·      Work with broader Procurement colleagues to help deliver value aligned with the SLAs and KPIs

·      Fact based analytics support for tickets root cause and actions to reduce systems root causes

5+ years’ experience working in corporate environment; 2+ years experience working in procurement or related field

·      Experience of incident and problem management

·      Experience of designing, implementing and managing Tier 0-3 services

·      Experience of setting up and managing resolving agencies

·      Experience of defining SLAs and KPIs

·      Experience of reporting on service metrics

·      Experience of managing outsourced service partner

·      Experience of managing VoC (Voice of Customer) and VoP (Voice of the Process) metrics and continuous improvement

·      Preferred experience from Finance or IT (Finance most preferred) service management

·      Excellent data analytics

·      Excellent communication both verbal and written

·      Strong stakeholder management and escalation resolution

Minimum Lvl of Education required

Bacherlors

Preferred Lvl of Education

·      Master or MBA

5+ years experience working in corporate environment; 2+ years experience working in procurement or related field

·      Experience of incident and problem management

·      Experience of designing, implementing and managing Tier 0-3 services

·      Experience of setting up and managing resolving agencies

·      Experience of defining SLAs and KPIs

·      Experience of reporting on service metrics

·      Experience of managing outsourced service partner

·      Experience of managing VoC (Voice of Customer) and VoP (Voice of the Process) metrics and continuous improvement

·      Preferred experience from Finance or IT (Finance most preferred) service management

·      Excellent data analytics

·      Excellent communication both verbal and written

·      Strong stakeholder management and escalation resolution

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