IT SSC Leader

The IT SSC Lead is accountable for the overall performance, stability, and effectiveness of the IT Shared Services Center (SSC), ensuring consistent service quality, operational efficiency, and adherence to the defined operating model across all service towers and support levels in the SSC. The role provides end‑to‑end leadership of SSC operations, maintaining alignment between service delivery objectives, capacity planning, and day‑to‑day execution. The IT SSC Lead should be aligned with the local Global Business Services (GBS) structure to ensure that the SSC operates under the appropriate structural, financial, and workforce conditions required to meet current and anticipated demand. In addition, the role reviews service performance on an ongoing basis and actively promotes continuous improvement to enhance service quality, operational efficiency, and overall SSC effectiveness.
 

1. Service Delivery & Operational Coordination

a. Oversee day-to-day SSC operations to ensure adherence to procedures and priorities, and

that activities progress as planned.

b. Provide guidance to support leads (L1 and L2) on prioritization and task execution.

c. Coordinate with L2 Leader to prevent cross-tower conflicts and assist on the resolution of

complex incidents or recurring operational issues.

d. Coordinate with L1 Lead to ensure proper triage and progressive uptake of first-level

corrective activities.

e. Ensure ticket escalations are managed consistently across the SSC.

f. Facilitate resolution of cross-tower or cross-level operational dependencies impacting service

delivery.

2. Governance & GBS Alignment

a. Make operational decisions in complex or ambiguous situations affecting IT SSC delivery.

b. Act as the main operational interface between IT SSC, GBS leadership and IT tower

stakeholders.

c. Hold operational reviews with GBS Leader and GBS Division Managers on local topics

impacting SSC delivery (capacity, hiring plans, local constraints).

d. Align medium-term capacity needs with GBS to ensure SSC sustainability.

e. Act as the primary escalation point for major or recurring operational issues impacting service

stability.
3. Service Performance Monitoring & Continuous Improvement a. Support regular performance reviews focusing on service delivery, capacity and operational efficiency. b. Track service performance analyzing SLAs, SLOs and other service stability indicators. c. Identify areas of improvement or optimization opportunities. d. Drive the evolution of the L1 operating model to increase first-level corrective resolution and reduce avoidable load on L2. e. Ensure knowledge Management practices are executed to build internal capability and reduce dependency on higher support levels. f. Identify operational performance trends, recurring issues and deviations which may impact service quality, and trigger corrective actions if needed.