Shared Services Programme Lead (Operational Transformation)
12-Month Contract | Hybrid (UK + regular European travel)
Overview
A client of mine, an international services organisation, is undergoing a significant operational transformation programme focused on centralising and optimising core back‑office functions across multiple geographies.
As part of this journey, they are scaling a Shared Service Centre to support the wider group. They are now looking for a strong operational programme lead to help drive this forward.
This role combines structured programme delivery with hands‑on operational oversight. It requires someone who can manage service migration, embed governance and performance frameworks, and act as a senior interface between Group leadership and the SSC.
This is not a pure PMO role — it is a delivery‑focused, operational leadership position.
Role Responsibilities
SSC Establishment and Mobilisation
Support refinement and implementation of the Shared Services operating model
Define governance, reporting structures and oversight frameworks
Support recruitment ramp‑up and operational capability build
Service Migration and Transition
Lead structured migration of activities into the SSC
Coordinate knowledge transfer and cross‑functional alignment
Oversee phased transitions with clear checkpoints and delivery milestones
Operational Performance and Controls
Define and implement KPIs and SLAs
Establish service performance reporting frameworks
Manage risks, issues and escalation processes
Stakeholder Leadership
Act as key conduit between senior Group leadership and SSC operations
Align functional leads across Finance, HR and other support functions
Provide constructive challenge to optimise service design and delivery
Programme Governance
Maintain integrated delivery plans across multiple workstreams
Own RAID management and executive‑level reporting
Ensure operating model evolution aligns with live service delivery
The Successful Candidate Will Have
Experience establishing or scaling a Shared Service Centre (or relevant Near/Off‑shoring exposure)
Strong operational background (BPO, outsourcing, or shared services)
Proven programme leadership experience across multiple concurrent workstreams
Experience defining KPIs, SLAs and performance frameworks
Ability to operate credibly with senior stakeholders
Comfort working in evolving, transformation‑heavy environments
Strong stakeholder diplomacy and influencing capability
Experience within international, matrixed organisations
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