About this role

Oversee end-to-end service delivery across S2C and P2P processes, ensuring productivity, capacity utilization, and throughput
Monitor, analyze, and report on KPIs, SLAs, and SPIs to ensure transparent and effective performance management
Identify underperformance and define structured remediation actions, including root cause analysis, corrective measures, and timelines
Lead and manage ad-hoc projects addressing operational, performance, or delivery-related topics
Manage client satisfaction and feedback processes, including CSAT analysis and root cause identification

Bachelor’s degree in Business Administration, Operations, Finance, Supply Chain, or a related field
Proven experience in service delivery management, operations, or performance management within regulated or complex environments
Solid experience with S2C and/or P2P processes and managed service delivery models
Demonstrated experience in performance management using KPIs, SLAs, and SPIs
Strong background in risk management, internal controls, audit coordination, and compliance topics
Experience managing operational escalations and client-facing issue resolution

Global Client Performance Manager

Key skills