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1. JOB DETAILS:

Position Title: Manager: SLA & Performance Management

Broad Band: E1: M12: Management

Reports to

Department & Function: Ma’aden Share Services

Job Code:

Date Prepared/Revised: 08/16/2020 00:00:00

Talent Pipeline Layer: Managing Others (MO)

2. OVERALL JOB PURPOSE:

The Shared Services Support Manager is responsible for managing all the activities related to SLA & performance management matters within the Shared Services Support function. This includes the responsibility to support the Shared Services Support Director in establishing and maintaining the SLAs (incl. service catalogues), carry out the charge-back to customers and being in charge for the consolidated shared services performance management and reporting.

3. QUALIFICATIONS, EXPERIENCE & SKILLS:

Qualification:

§ Master level degree in Business Administration, Finance, IT or equivalent from an internationally recognized institution

Experience:

 At least 12 years of relevant experience in the field of shared services or support functions
 Proven experience in developing / managing SLAs
 Proven experience in running performance management activities and carrying out management reporting

Skills:

 Strong managerial and interpersonal skills for interacting with magnitude of stakeholders
 Excellent communication skills for communicating with various shared services stakeholders
 Strong analytical and problem-solving skills
 Strong software skills focused on performance management / reporting
2. Dynamic, mature, agile and highly collaborative working style
3. Well-networked in the SS community including vendors
4. Social competence
6. Cultural Adaptability
7. Resiliente
8. English is a key requirement for the role

4. KEY ACCOUNTABILITIES:

Focus Area

Operational / Functional

Legal:

1. Self & team consistently meets targets, due dates and quality standards (production, service, advice, etc.)
2. Achieve Quality targets by consistently reducing all non-value-adding work
3. Cost target achievement by consistently improving team productivity
4. All Plans and team objectives consistently executed and achieved in a safe working environment
5. Productivity target achievement
6. Achievement of Saudization targets

 Manage the SLA & Performance Management function within the Shared Services Support organization under the guidance of the Shared Services Director
 Maintain Service Level Agreements (SLA) and act as gatekeeper of the respective service catalogues
 Manage customer charge-back of shared services-internal costs by providing applicable charge-back methodology and executing required calculations
 Lead the design and execution of voice-of-the-customer surveys to track shared services satisfaction levels and facilitate identification of action items to mitigate any identified gaps.
 Initiate (cross-functional) process improvement initiatives to increase efficiency and effectiveness of shared services
 Carry out the overall shared services performance management and reporting
 Run the shared services PMO to provide transparency on current initiatives’ portfolio and support the successful completion

Leadership

* During emergency situations, evaluate the abnormalities and take corrective action as to avoid downtime, equipment damage and/or HSERQ incidents
* Ensure sensitization to diversity in the workplace
* Drive Ma'aden Safety Culture Transformation Program
* Ensure adherence to HSERQ legal standards and implement HSERQ processes for own area of responsibility
* Writing and reporting
* Understand customer requirement and ensures product/service meets customer requirements
* Identify and support inter-dependencies (synergies) with own and other departments within the value chain

1. Establish High performance in the team through Goal clarity and alignment of all team members (performance direction)
2. Drive Team performance and performance management through regular performance reviews and giving recognition where it was due; Always deal with performance issues in a proactive manner
3. Increase the Team skill level, succession and career progressions though by enabling the achievement of development objectives for one self and all team members
4. Change management and communication well communicated and effectively executed across the business
5. Quality diversity decisions on opportunity utilization (Employee Movements)
6. Creates a high performance culture and values driven environment (team motivation and wellness) by Improving engagement and enablement levels that results in high performance
7. Governance and legal compliance (audits and inspection)
8. work alignment and collaboration across boundaries (value chain)
9. Resources availability and optimization by ensuring that Cost effective resources are available for results delivery on a daily basis
10. Diverse succession pipeline planning and retention

Relationships

* Get results through empowering others to act
* Enable team members to achieve competence for career progression
* Coaching and development of own staff
* Mentor
* Avail staff for training and development required due to change initiatives
* Avail staff for development opportunities (incl. rotation to other Affiliates; International assignments)
* Ensures team motivation and team wellness
* Lives company values and ensures compliance of team to the values
* Apply new ideas and work methods and opportunities for improving business results through team engagement

1. Fully understand customer and supplier needs and ensure customer/partner service level agreements
2. Build effective working relationship with managers, peers, team members, customers and suppliers
3. Liaison with service and support functions/upstream – downstream interface management
4. Ensure knowledge transfer within own area of responsibility
5. Build effective networks (internal and external) to the benefit of the team
6. Use opportunities and appropriate communication tools to effectively communicate information to the team

5. COMPETENCIES:

Technical/Functional

1. Strategy Integration / Consolidation and Development
2. Strong technological knowledge, covering big data, cloud, advanced analytics and digital way of working
3. Experience in tailoring available technologies with business and operations requirements
4. Ability to develop new creative concepts and taking them from ideation phase through to delivery

Leadership

• Developing self and others
• Lead digitalisation within the function
• Change agent

Safety

• Safety advocate - anywhere and everywhere
• Expert knowledge and application of HSE rules and procedures
• Advanced knowledge of applicable HSE legislation and regulations and its practical implications
• Concern for employees' wellbeing
• Ability to foster a safety culture