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.

Your responsibilities

• Demand Shaping - Surface, stimulate and shape business demand and manage a portfolio of projects. Drive the adoption of existing Deme services, capabilities, best practices, technologies and 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, demonstrating value, and taking ownership of service improvement initiatives. Lead transformation projects impacting multiple teams or SSC functions and drive adoption of digital tools, automation, and process optimization. Interpret SSC-wide KPIs to identify performance levers and contribute to continuous improvement across services.
• Strategic leadership, stakeholder engagement & operational readiness - Build credibility with management, SSC SteerCo, and functional leaders; represent the SSC professionally in internal and external forums. Identify future 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.

Your profile

• Bachelors degree in Information Technology or any related field.
• Core Competencies: Issues advice to stakeholders within own professional domain.
• Business IQ: Understand their industry, ecosystem and financial business drivers of their businesses/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, risks and opportunities, etc. Demonstrates expert knowledge of change.
• AI & Digital Enablement: Demonstrates strong AI/ML and Generative AI literacy and can identify, 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 with Digital/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. Applies appropriate governance and Responsible AI practices (privacy, security, transparency, bias/fairness, human oversight) in solution design and rollout.
• Client Management: Has the ability and skill to manage customers/clients to ensure quality services and outputs and optimal resource utilization.
• 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, summarize events and motivate people by means of clear and effective presentations, verbal and written.
• Continuous Improvement: Has knowledge of continuous improvement methodologies (e.g. Six Sigma) and applies this.
• Initiative and pro-active behaviour: Identifies a problem, obstacle or opportunity and takes action in light of this identification to address current or future problems or opportunities, ideally starting from a clear vision. Initiative should be seen in the context of proactively doing things and not simply thinking about future actions.
• Organizational Awareness: Has the ability to identify, understand and utilize key relationships, power dynamics, culture and structure within one’s own and other organizations (e.g. clients, suppliers, etc.). This includes the ability to identify who the real decision makers are, the individuals who can influence them and 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 of Digital projects to ensure co-ordination and management of interdependencies. Orchestrates projects to develop or implement new, internal or externally defined processes to meet identified business needs.
• Relationship building: Has the ability to identify, build and maintain short- and long-term internal or external networks (with all kinds of stakeholders, within or outside the organization).

Our offer

• 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.