SSC Programme Manager

Shared Services Operations Lead (Operational Transformation)

12-Month Contract | Hybrid (UK + European travel)

Overview

A client of mine, an international services organisation, is undertaking a major operational transformation programme to centralise and optimise core back-office functions across multiple European markets.

As part of this journey, they are establishing and scaling a Group Shared Service Centre (SSC) that will support Finance, HR and other operational functions across the business.

They are now looking for an experienced operations leader to help drive the operational build, service transition and performance management of the SSC.

This role sits at the intersection of operations management and transformation delivery. It requires someone who has worked in and evolved operational environments and understands how to migrate services, embed controls, and establish performance frameworks in a shared services or outsourcing model.

Key Responsibilities

Shared Services Evolution and Operational Improvement

• Support the continued evolution of the Shared Services operating model

• Strengthen governance, reporting structures and operational oversight frameworks

• Identify opportunities to improve service efficiency, standardisation and delivery performance

Service Transition and Integration

• Oversee the structured transition of additional services into the SSC where appropriate

• Coordinate knowledge transfer from in-country teams and functional leads

• Ensure transitions are managed with clear operational readiness checkpoints

Operational Performance and Controls

• Define and embed KPIs, SLAs and service performance frameworks

• Establish reporting structures that provide visibility of service performance across regions

• Manage risks, issues and service escalations within the operating model

Stakeholder Leadership

• Act as the key interface between Group leadership and the Shared Service Centre

• Work closely with functional leaders across Finance, HR and corporate services

• Provide constructive challenge to ensure service design and delivery remain operationally effective

Programme Oversight

• Maintain oversight of service transition plans and transformation milestones

• Manage RAID processes and reporting across multiple workstreams

• Ensure operating model improvements align with live operational delivery

The Successful Candidate Will Have

• Strong operations leadership experience within shared services, BPO or outsourced service environments

• Experience optimising or evolving existing Shared Service Centres

• Proven ability to manage service migration and operational transitions

• Experience defining KPIs, SLAs and operational performance frameworks

• Strong stakeholder management with senior leadership across international organisations

• Comfortable operating within complex transformation environments

• Strong influencing capability and operational credibility

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