Global Shared Services PMO

We are looking for a Global Shared Services PMO that will be responsible for leading and driving operational and projects initiatives across ZIM’s Global Shared Services (GSS).

The role acts as the PMO and business lead for GSS-related programs, ensuring successful implementation of new systems, processes and operating models (e.g., CRM implementation, process re-design), while maintaining strong alignment between GSS, agencies and Head Office.

The position requires independent international travel to India as part of the project delivery and implementation activities, including on-site coordination with GSS teams.

Major areas of responsibility

 Manage ongoing Operation

Ensure highest level of operational service delivery from GSS team according to agreed service standards
Define and monitor on going execution of program work plan
Support the interfaces between the relevant agencies and their GSS team, as well as participating in all relevant meetings as part of the governance model.
Track, analyze, and initiate activities to improve service based on KPIs results
Act as the bridge between the GSS and agencies
Coordinate training to GSS teams
GSS Tracking & Governance
Mapping, Finance & Process Updates
IT Issue Management, Act as the primary escalation and coordination point for GSS-related IT issues, contact relevant ZIM support team, Escalate business-critical incident, Track issues until full resolution

Projects and implementation

Be part of design and define the project timeline, phases, and deliverables.
Develop and maintain a risk management and mitigation plan, including contingency scenarios.
Plan, track, monitor, and analyze project progress, ensuring adherence to timelines, scope, and objectives.
Lead and actively participate in all project phases, from initiation through execution and delivery.
Define, implement, and monitor project KPIs to measure performance, quality, and success.

Requirements:

Bachelor’s degree in Business Management or a related field.
Experienced Project Manager, preferably in operational or transformation environments.
Minimum 2 years of experience working with offshore or outsourced service providers, preferably in India.
Strong understanding of Indian business culture and working practices.
High level of business English, both written and verbal.
Ability and willingness to travel independently to India as required for on-site implementation and stakeholder engagement

Function:
Global Customer Service

Publish in Internal Career Page:
Yes