Service Delivery Lead

dentsu•McCullom Lake, IL

5d•$72,000 - $96,000•Hybrid

About The Position

The Service Delivery Lead will implement and run the regional service performance and governance framework ensuring a coordinated focus on best practice, process, and policy alignment as well as continuous improvement across Americas Operational Finance. This role will champion the improvement and standardization of finance processes and systems and provide leadership in market process changes. The Service Delivery Lead will support the regional service performance and governance framework for the relevant markets. Manage continuous improvement opportunities for Americas OF markets. The end purpose is to improve the real results of key performance indicators for Operational Finance. Key activities this role will be focusing on are as follows: Support the Regional Service Management on a day-to-day basis Actively monitors and manages the outsourcing agreement, deliverables, and commitments Liaise between the retained Dentsu organization and the shared service partner including reviews on efficiency improvements Evaluate and review contractual and operational Service Level Agreements and approve any action plans resulting from service performance failures Participates in and leads governance forums to ensure the quality of services provided by any shared service partner Review 3rd party teams’ performance and support these teams to improve upon their overall performance Review available benchmark data and service management surveys to identify areas for improvement Provide local transition support for new corporate mandated system integrations, controls and operating models

Requirements

Bachelor's degree and three to five years of practical experience
Solid understanding of accounting and financial processes
Consistent exercise of independent judgment and discretion in matters of significance
Ability to conceptualize a future state in relatable terms to operations teams and leaders and development of the change management plan to implement effectively and efficiently
Proven ability to direct the resolution of complex or unusual business problems
Ability to absorb and apply new technical information and evaluate implications
Ability to learn lean principles to include time-studies, process efficiencies and successful application of some of the improvement tools
Ability to lead or support transformational projects and drive issues to closure
Solid knowledge of general monitoring and measuring of business-related metrics and the communication of performance using Microsoft Office Suite
Independent, self-motivated, and results oriented, ability to prioritize and meet tight deadlines with exceptional attention to detail and accuracy
Process oriented - proactively questions current practices and drives continuous improvements
Team player - ability to collaborate and work together in a team environment

Nice To Haves

Prior shared services experience/BPO is a plus

Responsibilities

Support the Regional Service Management on a day-to-day basis
Actively monitors and manages the outsourcing agreement, deliverables, and commitments
Liaise between the retained Dentsu organization and the shared service partner including reviews on efficiency improvements
Evaluate and review contractual and operational Service Level Agreements and approve any action plans resulting from service performance failures
Participates in and leads governance forums to ensure the quality of services provided by any shared service partner
Review 3rd party teams’ performance and support these teams to improve upon their overall performance
Review available benchmark data and service management surveys to identify areas for improvement
Provide local transition support for new corporate mandated system integrations, controls and operating models