SSC Programme Manager

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 excposure)

• 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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