Manager, MSC Service Improvement
Core
Build and govern a Service Management operating model for a Shared Services Organization spanning HR, Finance, and Accounting, focusing on service catalog definition, SLA frameworks, and continuous improvement.
Role type
Manager, Service Management & Continuous Improvement
Builds
Service Catalog, SLA frameworks, Knowledge Management systems, and Continuous Improvement pipelines
Domain
Shared Services / Business Process Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Shared Services fluency, Service Catalog design & governance, Service Level Management, Knowledge Management framework design, Lean/Six Sigma execution, AI tool fluency, ITIL service management, Process analysis, Independent execution, Executive communication, Change management
Preferred skills
Tool adoption in complex environments, Agile for operations
Technologies
Lean, Six Sigma, DMAIC, AI tools (Claude, ChatGPT), ITIL
Responsibilities
Lead structured Continuous Improvement projects using Lean and Six Sigma methodologies; Design and govern the Service Catalog and SLA frameworks; Establish Knowledge Management standards and SOPs; Partner with Value Stream leaders to align on priorities and drive adoption of structural changes.
Seniority
Manager, hands-on IC with strategic oversight
