We are seeking a dynamic and visionary Global Shared Services Manager to oversee our centralized operations for key support functions—HR, Administration, Finance & Accounting, and IT—across multiple regions. Reporting directly to the Head of Global Delivery and Support, this pivotal role ensures efficient, cost-effective service delivery that aligns with our global operational and strategic goals.
Job Description
HR Management and Oversight
- Lead global HR operations, including talent acquisition, employee onboarding, training & development, performance management, compensation & benefits, and employee relations across multiple regions.
- Ensure HR practices are compliant with local labor laws, while aligning with global policies and strategies.
- Develop and implement workforce strategies that align with business needs, including recruitment, retention, and workforce planning.
- Oversee employee engagement initiatives and foster a positive workplace culture across different regions.
Risk Management and Compliance
Ensure compliance with relevant regulations, including tax laws, data protection regulations, and labor laws. Mitigate operational risks by establishing robust internal controls and maintaining business continuity planning. Develop and implement risk management strategies to ensure the integrity, security, and efficiency of processes. Qualifications & Experience
Budgeting and Cost Control
Manage the global shared services budget, ensuring effective resource allocation across HR, Admin, Finance & Accounting, and IT. Monitor and control costs, identifying opportunities for cost savings and efficient resource use. Ensure financial goals are met and that shared services operate within budgetary constraints.
Cross-Functional Collaboration and Stakeholder Management
Work closely with senior leadership, department heads, and regional managers to ensure alignment with the company’s business strategy. Act as the main point of contact between global shared services and other functional areas, ensuring smooth communication and collaboration. Provide regular updates and reports to senior management on the status, performance, and improvement of shared services operations.
Process Improvement and Efficiency
Develop and implement process optimization initiatives to improve service efficiency, reduce costs, and enhance operational performance. Identify areas for automation and digital transformation to increase overall productivity. Promote continuous improvement by evaluating current processes and gathering stakeholder feedback. Maintain a focus on service delivery excellence, ensuring shared services meet operational needs worldwide.
IT Management and Support
Lead global IT operations, ensuring robust, secure, and scalable IT infrastructure to support business needs across all regions. Manage IT service delivery, including systems administration, network management, end-user support, data security, and software implementation. Ensure consistency in IT processes, policies, and technology standards. Oversee the selection, implementation, and maintenance of business-critical software systems. Ensure compliance with global data protection laws and cybersecurity best practices.
Finance and Accounting Operations
Oversee global finance and accounting shared services, including accounts payable, accounts receivable, payroll, budgeting, forecasting, financial reporting, and compliance. Ensure timely, accurate, and compliant financial operations across all business units. Implement financial controls and streamline financial systems for greater transparency and efficiency. Support audits, financial reporting, and financial analysis, and enforce financial policies and procedures.
Administration and Operational Support
Oversee administrative functions supporting global operations, including office management, facilities, and administrative resources. Manage global travel coordination, office logistics, and vendor relationships. Standardize administrative processes across locations to improve efficiency and cost-effectiveness. Ensure compliance with company policies, regulatory requirements, and industry best practices.
Qualifications
Education
- Bachelor’s degree in computer sciences, business administration, finance, human resources, information technology, or a related field. A Master’s degree or professional certifications (e.g., ACA, ACCA, ITIL4 Master) would be a plus.
Experience
- 8+ years of experience in managing shared services or operational functions, including HR, Admin, Finance & Accounting, and IT, preferably in a global or multi-regional organization.
- Proven track record in optimizing shared services and managing cross-functional teams.
- Experience in a fast-paced, high-growth, or multinational business environment.
- Strong understanding of best practices in shared services management and process improvement.
Skills
- Leadership: Strong leadership and team management skills, with the ability to guide cross-functional teams and develop talent.
- Operational Excellence: Ability to design and implement operational processes that drive efficiency and improve service delivery.
- Financial Acumen: Strong understanding of finance and accounting processes, including budgeting, forecasting, and financial reporting.
- Technology Proficiency: Knowledge of outsourcing technologies, service management tools, and emerging trends such as RPA, AI, and cloud-based solutions.
- Communication: Excellent verbal and written communication skills, with the ability to interact with stakeholders at all levels of the organization and with clients.
- Problem-Solving: Strong analytical and problem-solving abilities, with a focus on improving performance and overcoming operational challenges.
Personal Attributes
- Highly organized and able to manage multiple priorities in a dynamic environment.
- Results-oriented, with a focus on achieving operational excellence and driving business success.
- Strong interpersonal skills, able to collaborate effectively with senior leaders, teams, and stakeholders across diverse functions.
- Adaptable and resilient, with the ability to thrive in a fast-evolving business environment.
Working Conditions
- Full-time, managerial role.
- Some travel may be required for coordination with regional teams and functional stakeholders.
- Onsite with regular virtual meetings as appropriate.
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The Head of Global Delivery and Support will oversee the successful delivery of business intermediary, outsourcing and professional services solutions to clients across multiple countries in Africa. This position requires strategic leadership in managing the firm's project and service delivery, operations, and support functions globally, ensuring high-quality execution, client satisfaction, and continuous improvement of internal processes.
The ideal candidate will have significant experience in project and program management, business process outsourcing (BPO), professional services, or operations management within a global or multi-regional context. They will lead teams, optimize project delivery models, drive operational excellence, and manage client relationships to ensure the successful fulfilment of contractual obligations and business goals.
Job Description
Global Project and Service Delivery Management
- Lead the global delivery of business intermediary, outsourcing and professional services assignment across all regions in Africa, and meeting and/or surpassing assignment (project and program) objectives.
- Lead the adoption of modern practices including agile, lean, DevOps, ITIL etc while delivering client assignments and achieving desired outcomes
- Lead the entire lifecycle of projects and programs including advisory, technology implementations, systems integrations, management systems (based on ISO standards), training
- Develop and implement project delivery strategies to enhance client satisfaction, minimize costs, and improve efficiency and effectiveness.
- Lead the delivery of professional services (outsourcing, consulting, technical support, etc.), ensuring they meet or exceed agreed project and program objectives, service level agreements (SLAs) and key performance indicators (KPIs).
- Ensure global standards for project and service delivery are adhered to and collaborate with regional teams to implement best practices.
Key Account and Client Relationship Management
- Act as the primary point of contact for key clients, ensuring clear communication and managing client expectations.
- Work closely with the sales and account management teams to support the successful onboarding of new clients, project scoping, and transition from sales to delivery.
- Monitor client satisfaction and address issues promptly to maintain positive and long-lasting relationships.
Team Leadership & Development
- Lead, mentor, and build high-performing teams across multiple regions, ensuring the development of staff and succession planning.
- Manage a cross-functional team that may include project managers, delivery leads, technical support specialists, and other operational staff.
- Conduct regular performance reviews, provide coaching and training, and promote a culture of continuous improvement.
- Foster collaboration between the teams in different countries and maintain effective communication across regions.
Operations and Process Optimization
- Drive process improvements in the global delivery framework, ensuring that best practices in operations, risk management, and quality control are consistently applied.
- Monitor and optimize the efficiency and scalability of service delivery models, identifying opportunities for automation, cost reduction, and performance improvement.
- Lead the development and implementation of policies, procedures, and tools to streamline global operations.
Budget & Financial Management
- Develop and manage the global delivery budget, ensuring effective cost control and resource allocation.
- Collaborate with finance teams to ensure that services are delivered within budget and meet financial objectives.
- Identify cost-saving opportunities and implement solutions that maximize the firm’s profitability.
Reporting & Metrics
- Provide regular reports on service delivery performance, client satisfaction, and operational metrics to senior leadership.
- Analyze data to identify trends and areas for improvement, implementing corrective actions where necessary.
- Utilize dashboards and reporting tools to monitor progress against SLAs, KPIs, and other business objectives.
Risk Management and Compliance
- Ensure that all services delivered are compliant with local and international regulations, as well as the client’s specific contractual requirements.
- Identify and mitigate risks related to service delivery, quality, and client relationships.
- Work with legal, compliance, and security teams to ensure that all delivery processes adhere to relevant laws and industry standards.
Innovation and Technology Integration
- Stay current on emerging trends in outsourcing, professional services, and technology solutions to recommend innovative approaches for service delivery.
- Evaluate and implement new technologies and systems to enhance service efficiency and effectiveness (e.g., RPA, AI-driven tools, cloud-based solutions).
- Champion digital transformation initiatives that improve the firm’s competitive advantage in service delivery.
Qualifications
Education
- Bachelor’s degree in computer science, information technology, business administration, project management, or a related field. An MBA or Master’s degree is highly desirable.
Experience
- Over 10 years in global project and service delivery, operations management, or outsourcing, ideally in B2B services.
- Proven leader of large, diverse teams across multiple countries, especially in Africa.
- Extensive experience in managing business systems, technology solutions, business intelligence, enterprise resource planning and core banking applications.
- Strong knowledge of SLAs, KPIs, and client management in service-oriented businesses.
- Skilled in managing client expectations and delivering results in high-pressure environments.
Skills
- Leadership: Exceptional leadership and people management skills, with the ability to inspire and drive results across geographically dispersed teams.
- Project Management: Experience in managing complex projects, with a focus on resource allocation, timelines, and budget management.
- Communication: Excellent written and verbal communication skills, with the ability to influence stakeholders and present complex information to senior management.
- Technology Proficiency: Knowledge of ERP systems, financial software, HR management systems, and enterprise-level technologies.
- Operational Excellence: Strong expertise in process optimization, operational efficiency, and continuous improvement.
- Client Management: Ability to build and maintain strong client relationships, with a focus on service excellence and customer satisfaction.
- Financial Acumen: Strong budget management and financial analysis skills.
- Problem Solving: Excellent problem-solving skills, able to quickly identify issues and implement effective solutions.
Personal Attributes
- Strategic thinker with a results-driven mindset.
- Culturally aware and capable of working across diverse teams and regions.
- Adaptable, resilient, and able to thrive in a fast-paced, evolving environment.
- Strong interpersonal skills, able to negotiate and influence at senior levels.
Working Conditions
- Full-time, senior leadership role.
- Travel may be required to oversee operations in various African countries.
- Onsite in Lagos with flexibility to work across different time zones.
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