Service Delivery Lead

Rare opportunity to step into a newly formed position within the WSP Finance division
- Flexible/ family-friendly hours, including supportive working from home environment
- Sydney based position - biannual international travel required

**Who we are**:
**The opportunity**:
The Service Delivery Lead will sit within our team of experienced and motivated Finance experts, based in our **Sydney **office. This is a newly formed position which will see you responsible for the day-to-day provision of Global Business Services (GBS is a service provided by an offshore outsourced supplier). We are seeking someone with strong coordination and communication skills as this role involves liaising with direct and indirect stakeholders in the countries under the remit of this role.

Responsibilities include (but are not limited to):

- Responsible for in-country service ownership
- Develop and manage key stakeholder relationships
- Work closely with the business to ensure GBS services are meeting the needs of the regional business.
- Communicate business requirements and priorities to the GBS organisation
- Act as an advocate for the GBS operating model, ensure the business receive clarity on the levels of service they should expect
- Manage the service delivery relationship with our GBS partners and embed governance to ensure a coordinated, user-oriented service.
- Review, significant service issues, metrics (SLAs) and address concerns/issues as they arise.
- Put steps in place to ensure business risk is minimised through effective change management governance and participation in the process.
- Make sure the business is aware and prepared for any upcoming changes
- Ensure controls are in place to provide a timely response in queues within Jira (Atlassian)
- Act as an escalation point for business affecting issues with focus on resolution
- Identify barriers to effective service performance and drive improvement in these areas
- Drive continuous improvement working together with in country teams, GBS and the broader business
- Assume in country responsibility for the billing of services in contract. Validate as required and arrange payment.

**What we'll love about you**:

- Experience working within a Transactional Finance Service Management organisation
- Previous experience of managing a service delivery function within finance
- Experience of implementing processes within a service management organisation and driving continual service improvement
- Ability to drive performance with focus on achieving results
- Excellent analytical and communication (both verbal and written) skills
- Experience of working to (and exceeding) Service Level Agreements
- Ability to quickly gain the confidence of the business and colleagues through excellent communication and influencing skills
- Be comfortable with ambiguity and prepared to work in an agile, flexible method
- Experience working across cultures across global regions including experience with or in India
- Travel to the Service Delivery location will be required

**We value your employee experience**:
At WSP we provide a diverse and inclusive work environment and offer many personal and professional development opportunities that are aimed to help you deliver your best self to the role whilst managing your personal life in balance. Some of the many benefits we offer our employees include:

- Flexible/family-friendly working hours and working from home
- Global mobility
- Parental leave and purchased additional annual leave
- Corporate employee discounts and offers
- Salary continuance insurance
- Wellness at work and social club
- Workplace giving/volunteering
- Employee reward and recognition program
- Professional and technical development opportunities

**Inspired by diversity, driven by inclusion**:
Discover a forward-thinking culture that incorporates some conventional yet non-negotiable qualities—like respect, integrity and trust. We welcome to the table all perspectives, strengths, skills, creeds and genders because we know that diverse ideas breed extraordinary results.
- WSP supports a diverse and inclusive work environment as well as equal employment opportunities. We encourage Aboriginal and Torres Strait Islanders and people of culturally diverse backgrounds to apply._

**Please note we will not be engaging the services of recruitment agencies for this role.**

**#LIWSP**

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