Service Business Partner

The SBP for business is the primary link between the assigned business unit or functional area and the Shared Service Teams. The main goal is to partner to develop Shared Services roadmaps, execute Service transitions, monitor, report & improve delivered services. The SBP will not only offer consulting services but will also participate in projects and initiatives. They need to communicate relevant updates (strategy, projects, initiatives, service performance, …) both to the SSC community and to the business units. They play a key role in sharing knowledge across the company and identify synergies related to all types of service delivery. In partnership, they identify opportunities to increase efficiency and/or business value.

• Demand Shaping - Surface, stimulate and shape business demand and manage a portfolio of projects.Drive the adoption of existing Deme services, capabilities, best practices,technologiesand providers. Translate department strategy into mid- to long-term operational plans and shape a value-based roadmap for service evolution (including digital and AI opportunities).

  
  

• Servicing - Act as the link between the SSC department and the business. Coordinate resources and activities from internal service providers and, where applicable, external providers, aligning them to business priorities.Drive cross-functional process standardization across SSC functions and support risk management, compliance, and governance activities.Serve as the single point of contact for escalations or major incidents, managing escalations autonomously with maturity and solution-oriented decision making.

  
  

• Customer Success - Drive customer success and maximize business value (minimizing value leakage) by measuring provider performance,demonstratingvalue, and taking ownership of service improvement initiatives. Lead transformation projectsimpactingmultiple teams or SSC functions and drive adoption of digital tools, automation, and process optimization. Interpret SSC-wide KPIs toidentifyperformance levers and contribute to continuous improvement across services.

  
  

• Strategic leadership, stakeholder engagement & operational readiness - Build credibility with management, SSCSteerCo, and functional leaders; represent the SSC professionally in internal and external forums.Identifyfuture capability needs, process improvements, and technology adoption opportunities; actively contribute to leadership discussions, planning sessions, and strategic forums. Demonstrate understanding of resourcing, budgeting, and workforce planning, and support the design and implementation of operational governance frameworks.

  
  

• Bachelor's degree in Information Technology or any related field.

  
  

• Core Competencies: Issues advice to stakeholders withinownprofessional domain.

  
  

• Business IQ: Understandtheir industry,ecosystemandfinancial business drivers of theirbusinesses/functions. Know how to assess the financial health of the business and use metrics for decision making and to drive value realization.

  
  

• Change Management: Applies processes and tools to realize organizational change. It includes stakeholders’analysis, understanding business environment, communication, identification of training requirements, processes, structures,risksandopportunities, etc. Demonstrates expert knowledge of change.

  
  

• AI & Digital Enablement: Demonstratesstrong AI/ML and Generative AI literacy and canidentify, prioritize, and shape AI-enabled opportunities in shared services (e.g., case triage, knowledge management, document processing, forecasting) with clear value framing (cost, cycle time, quality, risk reduction). Partners effectively withDigital/data teams and vendors to define requirements, run pilots, drive adoption, and scale solutions.

  
  

• Data, Measurement & Responsible AI: Understands data quality and process dependencies and uses analytics to improve outcomes. Defines and tracks AI-enabled service KPIs (e.g., accuracy, containment/deflection, AHT, SLA performance, customer satisfaction) and drives continuous improvement. Appliesappropriate governanceand Responsible AI practices (privacy, security, transparency, bias/fairness, human oversight) in solution design and rollout.

  
  

• Client Management: Has the ability and skill to managecustomers/clientsto ensure quality services and outputs andoptimalresourceutilization.

  
  

• Client Focus/Stakeholder Management: Focuses on discovering and meeting the stakeholders' needs (can be internal or external clients or other stakeholders).

  
  

• Communication: Has the ability to express ideas, request actions,summarizeeventsand motivate peopleby means ofclear and effectivepresentations, verbal and written.

  
  

• Continuous Improvement: Has knowledge of continuous improvement methodologies (e.g.Six Sigma) andappliesthis.

  
  

• Initiative and pro-active behaviour: Identifiesa problem, obstacle or opportunity andtakes actionin light ofthis identification to address current or future problems or opportunities, ideally starting froma clear vision.Initiativeshould be seen in the context of proactively doing things and not simply thinking about future actions.

  
  

• Organizational Awareness: Has the ability toidentify, understand andutilizekey relationships, power dynamics,cultureand structure within one’s own and other organizations (e.g.clients, suppliers, etc.). This includes the ability toidentifywho the real decision makers are, the individuals who can influencethemand to predict how new events or situations will affect individuals and groups within the organization.

  
  

• Project and portfolio management: Plans and directs a single or portfolio ofDigital projectsto ensure co-ordination and management of interdependencies. Orchestrates projects to develop or implement new,internalor externally defined processes to meet identified business needs.

  
  

• Relationship building: Has the ability toidentify, build andmaintainshort- and long-term internal or external networks (with allkindsof stakeholders, within or outside the organization).

  
  

• An extensive mobility program for a healthy work-life balance.

  
  

• A permanent training track which allows you to develop yourself personally and professionally.

  
  

• A stimulating, innovative workplace with numerous growth opportunities.

  
  

• A people-oriented environment with an interactive health program and a focus on employee well-being.