Service Management Consultant

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

• Serve as the subject matter expert on service management, service governance, and operational performance across Shared Services.
• Lead the development, negotiation, implementation, and periodic review of Service Level Agreements (SLAs) and service performance frameworks with internal and external partners.
• Establish service governance processes, performance review mechanisms, and escalation frameworks to ensure effective service delivery.
• Provide strategic recommendations to management on service risks, capacity requirements, process enhancements, and service improvement opportunities.

• Analyze service performance trends, operational metrics, service failures, and customer-impacting incidents to identify risks and opportunities.
• Develop executive-level dashboards, performance reports, and service insights to support decision-making by management.
• Challenge service providers and internal stakeholders on recurring performance issues and drive sustainable corrective action plans.
• Lead root cause investigations of significant service issues and ensure preventive controls are established.

• Lead cross-functional service improvement initiatives from business case development through implementation and benefits realization.
• Identify opportunities for automation, digitization, process simplification, and operational efficiency improvements.
• Drive transformation initiatives aimed at improving customer experience, turnaround times, service quality, and operating effectiveness.
• Benchmark service processes and practices against industry standards and recommend enhancements.

• ITIL Foundation or Service Management certification.
• Lean Six Sigma certification.
• Project Management certification (PMP, PRINCE2, Agile, or equivalent).

• Bachelor's degree in Business, Management, Engineering, Data Analytics, Communications, Information Systems, or related field.

• 5+ years of experience in Service Management, Operations Management, Shared Services, Customer Services, or Process Improvement.
• Proven experience managing complex stakeholder relationships and third-party service providers.
• Experience leading enterprise-wide projects and process transformation initiatives.
• Experience presenting recommendations and service insights to senior leadership.

• Strategic thinking
• Executive communication and presentation skills
• Data-driven decision making
• Service governance expertise
• Strong business acumen
• Influencing without authority
• Project and change management
• Analytical problem solving

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

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