Head of Connect SOS Shared Service Centre

SOS Children's Villages, founded in 1949, is the world's largest non-governmental organization focused on supporting children and young people without parental care, or at risk of losing it.

Child neglect, abuse and abandonment is everywhere. Families are at risk of separation. Locally led, we work in more than 130 countries and territories to strengthen families who are under pressure so they can stay together. When this is not in a child or young person's best interests, we provide quality care according to their unique needs.

Together with partners, donors, communities, children, young people and families, we enable children to grow up with the bonds they need to develop and become their strongest selves. We speak up for each child's rights and advocate for change so all children can grow up in a supportive environment.

Location: Vienna, Innsbruck or Skopie

Duration: Full time, Unlimited

Mission

The General Secretariat and its process and product owners behind the Connect SOS integrated system landscape need to guarantee an optimal service for member associations using those systems. A bundling of resources in a Shared Service Centre to provide comprehensive, reliable and high-quality IT support services along the cross-functional processes and systems shall avoid service duplication on local/regional level, prevent knowledge silos and unaligned prioritization as well as ensure quick reactions and efficient management of enquiries in daily operations, that add real value to the Member Associations.

The Connect SOS Shared Service Centre Lead is accountable for the effective and efficient delivery of the services in scope operated within the future Shared Services Centre (systems, service portfolio, service levels and governance will be finally defined):

• Systems to which the Shared Services Centre services apply:

• Microsoft Dynamics D365 for Finance and Human Resources

• Nonprofit Accelerator (D365 CRM Power Application) for Funds Management

• Model Driven App at D365 Customer Relationship Management for Budget Entry and Linking Needs and Funds

• Dataverse as the main Data Hub

• ProDIGI for Program/Project Content Maintenance

• Salesforce for Master Data and Statistics

• Power BI and Compass for Reporting

• Microsoft Azure, Lifecycle Services and Devops for System Administration

The position holder drives the continuous improvement of the service portfolio considering the customer needs and overall strategic directions of Shared Service Centres and respective Global Process Owners. Leads the development and implementation of all aspects of the Connect SOS Shared Services Centre strategy, planning, execution and compliance, globally. Establishes, empowers, and manages associate team to cultivate a “customer service” focus and culture. Defines and plans the achievement of Shared Services Centre goals and objectives across all operations in alignment with Federation and General Secretariat’s goals and objectives. Works with the Chief Operations Officer (COO)  to maintain responsibility for the Shared Service’s annual cost targets, agrees funding and pricing with Federation stakeholders. Continuously enhances customer value through service improvements (effectiveness, efficiency & quality) and drives service innovations based on measurable indicators. Ensures qualification, motivation and development of her/his team members. Manages all vendor/supplier relationships related to the Shared Services organization. Ensures operations are fully compliant with Federation policies & procedures and statutory requirement. Establishes a collaborative environment with key internal customers / stakeholders building strong business partnerships.

Tasks and Responsibilities

• Drives with the relevant stakeholders (e.g., Connect SOS Shared Services Centre Project Team) the design and implementation of the governance, financing and steering model of the Connect SOS Shared Service Center

• Identifies uncertainties and finds solutions for the future setup of the Shared Services Centre (e.g., assumptions, key aspects)

• Establishes a joint decision log for product owners in D365, ProDIGI and Funds management

• Responsible for overall performance of the Shared Services Centre as defined within the Service Level Agreements (SLA’s)

• Key sponsor for implementation of process and system enhancements to continuously improve service operations

• Plans and defines performance goals for Shared Service operations in alignment with key stakeholders

• Establishes and/or revises Shared Services policies and procedures to align with Federation and customer strategic direction, and with established SLAs

• Responsible for Shared Services Centre annual budget (cost, headcount, etc.) and to ensure financial targets are met

• Empowers and manages Shared Services Centre Team to cultivate a “customer service” focus and culture

• Leads and coaches the team members, manages performance and motivation

• Assure compliance with laws, standards and policies

• Prioritize further development and optimization of products

Requirements

Essential:

• Bachelor’s degree or equivalent in Project Management, Information Systems, or Business Administration
• Proven track record (10+ years) of global project management and/or Shared Services Centre experience, including min. 5+ years in leadership roles
• In-depth knowledge and understanding of customer and business requirements (Administrative, Financial, HR and Programme Management processes)
• Excellent Project Management skills
• Very strong experience with project implementation including reporting, stakeholder management and budget monitoring, process management and improvement experience
• Strong facilitation, negotiation and problem-solving skills
• Strong time management and presentation skills
• Ability to build, maintain and enhance productive working relationships with others, and to communicate effectively with stakeholders

Desirable:

• Project Management certification
• Management/leadership experience in cross-functional and international teams as well as in integration projects
• Experience of setting up transactional Shared Services Centre

We offer

• A diverse range of interesting tasks in a leading INGO multicultural working environment
• As a responsible employer we provide a range of training schemes and encourage educational enhancement
• A salary that will be commensurate with experience and qualifications
• As a responsible employer we provide a range of training schemes and encourage educational enhancement

If you are interested in this position, please send your detailed application in English by 8****th of January 2022.

Due to the high level of responses, SOS Children Villages can only respond to shortlisted candidates.

SOS Children’s Villages International, www.sos-childrensvillages.org/