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

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