Service Management Analyst at Anglo American

Job Description

• You will support the overall GSS PS governance review forums with Business Units and Group Functions (BUs/GFs) and execute the overall strategy for engagement with BUs/GFs across GSS PS ensuring a consistent experience for all. This role will provide support for end-to-end process performance, tracking trends that could impact service delivery and support the GSS PS Service Line Leads to identify continuous improvement opportunities and rectify gaps.

The primary accountabilities will incorporate:

• Schedule governance forums for Quarterly Business Reviews (QBR) and Management Performance Reviews (MPR) and ensure that GSS PS service lines schedule their own Operational Performance Reviews (OPRs)
• Support the resolution of actions stemming from the MPR and OPRs between GSS PS and the BUs/GFs
• Collaborate with key stakeholders including Group HR Centre of Excellence (COE), Group Functions and BU HR teams and provide input and support to ensure that the needs of the business and its end users, are identified and met and GSS PS are achieving objectives through effective service delivery and management
• Assist in actively monitoring end-to-end GSS PS service performance, tracking trends that could impact service delivery and process outcomes.
• Identify improvement opportunities in collaboration with the GSS PS Service Line Leads, Group COE’s and Continuous Improvement teams
• Understanding the demand management requirements by working with BUs/GFs to define the services needed and to ensure all GSS PS services are known to the customer to enhance future services to the customer
• Collaborate with the BUs/GFs to capture, translate and enrich business requirements for new and existing services, to build a pipeline
• Support the development of business cases, set the prioritisation of new initiatives and ensure that the capacity of GSS PS meets the agreed current and future demands of the business
• Ensure all service level agreements are up to date for each service line within GSS PS and that all new and existing services are appropriately costed and charged to the recipient of the services delivered
• Support marketing of GSS PS to the BUs/GFs to drive expansion of scope and scale
• Facilitate as a contact point for escalation from the BUs/GFs and follow through to ensure that actions are completed and mitigations are in place with the relevant GSS PS Service Line Leads to eliminate repeats
• Works with the BUs/GFs to drive scope harmonisation aligned to the GSS PS service catalogues
• Support the collation, analysis and reporting of NPS feedback

This role is at a band 7 level, reporting to the GSS PS Global Service Management Business Partner.

Qualifications

• A relevant bachelor’s degree in business or similar (Data / HR or Reporting)
• Valid Driver`s license

Experience required:

• 3-5 years of that experience in relevant Business Relationship / Service Management roles
• PowerBI, SAP HR, Visier and MS Office experience advantageous
• Operational service delivery experience potentially in large scale Shared Services in a matrix environment
• Experience of relationship management involving multiple stakeholder groupings (internal management, legal counsel, external advisors)
• Experience in change management and developing process, procedures, controls documentation
• Experience of working in customer centric / relationship management environments
• Experience in relationship management and stakeholder management skills
• Possess strong analytical and problem-solving skills and reasoning ability.
• Ability to derive insights from reported data and recommend necessary actions
• Knowledge of shared services functions
• Ability to support escalations and facilitate the closure of actions effectively
• Some travel required
• An incumbent must be cleared by the relevant employee background checks