Service and Performance Manager

You will be mainly accountable for:

• Design and manage a global Service & Performance Management Framework, including KPIs, SLAs, dashboards, and governance forums
• Lead operational, tactical, and strategic reviews; monitor service performance, conduct rootcause analysis, and drive corrective actions
• Ensure process improvement, standardization, and bestpractice sharing across regions while supporting change and transformation initiatives
• Act as the primary interface between Finance services and business stakeholders, managing issues, escalations, and ensuring compliance with policies and governance standards
• Foster a culture of accountability, transparency, and continuous improvement, leveraging external benchmarks to evolve the service model

• Degree in Finance, Accounting, Business Administration, or a related field
• 10+ years of experience in Global Business Services (GBS), Business Process Outsourcing (BPO), or complex process environments
• Strong background in service management, performance management, and operational governance with proven success in large-scale projects or transformation programs
• Deep expertise in performance metrics, data analysis, and management frameworks, with experience in Continuous Improvement methodologies such as Lean and Six Sigma
• Ability to manage interdependencies across multiple processes, initiatives, and stakeholders while driving discipline and process orientation in complex organizations
• Strong analytical, problem-solving, and decision-making skills with a structured approach to challenges
• Excellent stakeholder management, networking, and influencing capabilities across global and senior-level audiences
• Clear and effective communicator with cultural intelligence, professionalism, and adaptability in fast-changing environments