Job Title Senior Manager – Service Management Office (Finance) Location: Bangalore, India Role Purpose Lead the Service Management Office (SMO) for Finance operations, ensuring service delivery excellence, governance, performance management, and continuous improvement across captive and outsourced (BPO) environments. The role drives standardization, SLA adherence, operational resilience, and stakeholder alignment as part of the finance operating model.

Key Responsibilities Service Governance & Operating Model

Establish and manage the Finance SMO framework, including governance cadence, service reporting, and escalation protocols

Define and enforce global service management standards across Finance (Record-to-Report, Order-to-Cash, Procure-to-Pay)

Drive standardization of processes, KPIs, and service catalogs across regions and delivery partners

Ensure alignment with Target Operating Model (TOM) and finance transformation objectives

SLA / KPI Management & Performance Oversight

Define and track service level agreements (SLAs), KPIs, and operational metrics

Own performance dashboards covering quality, timeliness, accuracy, and productivity

Conduct monthly/quarterly service reviews with stakeholders and vendors

Identify performance gaps and drive corrective action plans

Vendor & BPO Management

Act as the primary interface for BPO partners for service delivery governance

Monitor contractual compliance, SLAs, and commercial levers (e.g., penalties, incentives)

Drive service improvement plans (SIPs) and productivity commitments

Support vendor selection, onboarding, and transition governance

Transition & Change Management

Govern transition of finance processes (e.g.,



US to GCC/BPO) ensuring minimal business disruption

Establish stabilization frameworks (hypercare, ramp-up metrics, defect tracking)

Drive change management and communication across global Finance stakeholders

Ensure knowledge transfer completeness and process documentation quality

Continuous Improvement & Transformation

Lead automation, digitization, and process optimization initiatives

Drive Lean / Six Sigma improvements to enhance efficiency and quality

Identify opportunities for cost optimization and productivity gains

Support broader Finance transformation and GCC scaling initiatives

Stakeholder Management & Business Partnership

Act as a trusted partner to Finance leadership (CFO, Controllers, FP&A;)

Provide insights from service data to drive decision-making

Manage cross-functional alignment with IT, Procurement, HR, and Operations

Ensure high levels of stakeholder satisfaction and service experience Key Deliverables Robust Finance SMO governance framework

SLA/KPI dashboard with actionable insights

Successful transitions with minimal disruption

Improved BPO/vendor performance & cost efficiency

Solid audit compliance and control adherence

Measurable productivity and service quality improvements Key Performance Indicators (KPIs) SLA adherence (% on-time,



error rates, cycle times)

Service quality (defect rates, rework %)

Transition success (stabilization timelines, issue leakage)

Productivity improvement (% efficiency gain)

Cost to serve reduction

Audit findings / SOX compliance metrics

Stakeholder satisfaction scores Qualifications & Experience CA / CPA / MBA Finance or equivalent

12–18+ years of experience in Finance operations, controllership, or shared services

Strong experience in GCC / BPO / outsourcing models

Proven track record in service management, governance, and transformation

Exposure to SOX / ICFR compliance frameworks Core Competencies Service Management & Governance

Financial Process Expertise (R2R, O2C)

Vendor & Contract Management

Data-driven decision-making

Change & Transition Leadership

Stakeholder management at senior levels

Continuous improvement (Lean / Six Sigma preferred) Preferred Attributes Experience building or scaling SMO in a GCC environment

Strong digital/automation mindset (RPA, analytics, AI tools)

Ability to operate in a matrixed, global organization We are an equal opportunity employer committed to fair and ethical hiring practices. We do not charge any fees or accept any form of payment from candidates at any stage of the recruitment process. If anyone claims to offer employment opportunities Service Management & Governance

Financial Process Expertise (R2R, O2C)

Vendor & Contract Management

Data-driven decision-making

Change & Transition Leadership

Stakeholder management at senior levels

Continuous improvement (Lean / Six Sigma preferred)

📌 Senior Manager- SMO Finance (Bengaluru)
🏢 Lumen Technologies India
📍 Bengaluru