Global Service Delivery Leader - Digital Source to Pay

The primary responsibilities of the position include, but are not limited to, the following:

Service and Supplier Leadership

- Monitoring service levels and performance metrics against contractual commitments to ensure customer satisfaction and effective company operations.

- Provide input regarding Supplier performance and create action plans to improve areas needing attention.

- Partner with Enterprise Governance to ensure proper oversight of the Supplier.

Process Management and Execution

- Provide an initial escalation point for incidents before they result in critical issues.

- Act as a key liaison between the BPO Supplier and company to triage incidents and ensure both Supplier and company deliver on their commitments to each other.

- Partner with Quality and Audit functions to ensure controls and compliance.

- Ensure high quality standard operating procedures (SOPs) and strong internal controls for all processes.

- Remain informed of current and proposed standards/practices and assess the impact of any changes on supply chain, financial statements, internal procedures, and internal controls.

Relationship Management

- Developing strong relationships with company leaders, Suppliers, process owners (e.g., Procurement, T&E, Invoice, Payment, Accounting, Freight) and the BPO Supplier's key personnel to create

- Developing strong relationships with company leaders and teams, other personnel interfacing with the Supplier, and also with the Supplier's key personnel

Planning and Project Management

- Collaborate with global process owners, regional lead and the Supplier to identify process improvement opportunities across end-to-end processes, including automation and other simplification strategies.

- Work as Execution lead for critical projects and projects that span across teams.

Leadership

- Leading functional governance teams such as Service Reviews, Change Control Board Meetings, Incident Action / Root Cause Analysis Review Meetings.

- Use influence skills to help others see alternative views or approaches.

Change Management

- Proactively communicate to stakeholders regarding performance, including significant accomplishments, changes in policies, risks, planned/unplanned outages, etc

- Assess relevant training needs, develop training materials and ensure all stakeholders are sufficiently trained on internal control requirements, design and ownership