Director, Service Infrastructure

4 weeks ago

Marlborough, United States BJ's Wholesale Club Full time

Job Summary:


The Director - Service Infrastructure is a critical role in the Shared Service Organization responsible for defining, setting up, sustaining, and improving key support processes to ensure smooth, reliable and repeatable service delivery working seamlessly between retained function organization, on-site shared services organization and offshore BPO vendor organization. This role acts as a steward for all aspects of Service Infrastructure (ensuring timeliness and completeness) for BJ’s Shared Services group.


Job Responsibilities:

  • Define the governance model between functions and Shared Service Delivery Organization to review performance, improvement, future strategies.
  • Define the mission and objectives for SSC organization and how they tie into overall The company’s organization. Play a key role in the future strategy of the SSC.
  • Define strong service levels across functions with integrated end-to-end view of the process and help them implement the same working collaboratively with business excellence, vendors, vendor Leader and function stakeholders.
  • Define a playbook for incident management and severity levels. Executive and monitor the adherence and follow up by operations teams to the playbook.
  • Define, develop, and deploy a capacity model process – helping and facilitating operating teams on understanding capacity drivers, forecasting and communication with function stakeholders at The company’s and potentially with BPO vendors in the context of outsourcing.
  • Responsible for continuous review of Business Continuity Plan across both onshore and offshore locations with assuming responsibility for periodic review and solutioning for the same.
  • Foster and define a knowledge management strategy and process to ensure timely updating operating procedures, capturing tribal knowledge, dissemination of best practices.
  • Work with SSC leadership on branding and visibility to Shared Services Org and showcase SSC as a talent destination within The company’s.


The Director for Service Infrastructure (SI) also fosters team professional development through mentoring and coaching resources within Shared Services on Shared Service methodologies. This role drives the group’s strategic plan for our Service Infrastructure design/operation and plays a key role in SSC strategy setting. The candidate will need to bring prior experience in vendor management, operations and/or other related disciplines with working in a Shared Services environment.


Major Tasks, Responsibilities, and Key Accountabilities:

1. Governance definition

  • Define governance model between function and SSC leadership with potential partnership with BPOs. Institute a comprehensive and through governance playbook which defines different meetings and interactions between BPO and the company’s SSC which includes purpose, process, attendees, agenda, outputs, minute logs, issue trackers (as illustrative examples).
  • Identifying, leading, and driving meeting rigor to meet strategic objectives for SSC – performance and SLA management, financial, transformation and productivity and controls.

2. Incident management

  • Thorough process to capture process and service deficiencies duly segmented by severity.
  • Clearly defined ownership, RACI and guidelines for escalation by severity definitions
  • Playbook for root cause analysis of incidents and a formal closure process for incidents.

3. Performance Monitoring and Reporting:

  • Establish key performance indicators (KPIs) and SLAs to measure vendor performance.
  • Monitor vendor performance against agreed-upon metrics and take corrective actions when necessary.
  • Prepare regular performance reports for senior management.

4. Capacity Management

  • Define a strong process framework to capture drivers of capacity across each process and help operations teams with forecasting capacity for service delivery including onsite shared services and offshore BPO teams

5. Business Continuity:

  • Assess risk of service delivery from a holistic SSC viewpoint and address risk mitigation measures working collaboratively with operations, functions, vendors to assess, manage, build and execute on a business continuity plan across in-scope functions.

6. Others

  • Build and define a knowledge management system for operations to ensure adequate hedge against attrition, proper control infrastructure, strong and comprehensive documentation of processes in form of desktop procedures with strong change control processes.
  • Build and execute on a request management system for incoming new program or new transition requests coming in from stakeholder groups – functions, SSC, vendor etc.
  • Championing continuous improvement ideas, fostering success for SSC operations with effective collaboration, best practice sharing.


Job Qualifications:


  • Bachelor’s degree in Business, Math, Science, or Finance required, MBA preferred.
  • 10+ years of progressive Global Business Services/Shared Services experience.
  • US Retail and/or prior SSC work experience strongly preferred.
  • Strong leadership skills and ability to motive global teams working under tight timelines/budgets
  • Executive presence and influence skills – ability to develop strong, compelling value propositions and influence executive levels stakeholders.
  • Superior problem-solving skills, leadership qualities, influencing, communication and consulting skills, team/interpersonal skills. Outstanding ability to diagnose problems which could be related to process, technology, strategy, or people and put in place actions/measures.
  • Project / Program Management Experience
  • Technical skills: Full life-cycle Business process improvement methodology (including lean Six Sigma). ERP experience (SAP preferred). Global implementation experience (working across BPOs). Functional knowledge of key business processes (order to cash, source to pay, record to report, hire to retire).
  • Proficient in Microsoft Excel, Power Point, Word, Outlook Access


**Preferred Skills:**


  • Strong familiarity with specific BPO industries (e.g., Finance, HR, customer service, IT outsourcing).
  • Experience with procurement and sourcing strategies.
  • Knowledge of industry best practices in vendor management.
  • Lean Six Sigma

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