Service Management Lead

  • Full-time
  • Contract Type: Permanent
  • Directorate: Finance Services and Business Operations

Company Description

IAG GBS (Global Business Services) is part of International Airlines Group, one of the world’s leading airline groups, with 546 aircrafts flying to over 270 destinations, carrying more than 100 million passengers each year.

IAG GBS provides a plug and play platform of scalable, best in class procurement, finance and IT business services to IAG’s operating companies which include Aer Lingus, Avios, British Airways, IAG, IAG Cargo, Iberia, Iberia Express, LEVEL and Vueling.

The company is headquartered in Krakow, and has operations in London, Madrid, Dublin and Chennai.

Job Description

  • Support service relationship with the designated BPOs, OpCos and Business Operations, acting as the single point of contact for BPO performance management and governance matters
  • Frequent and proactive stakeholder communication: regular conference calls resulting in action plans. Schedule, organize and carry on regular service reviews in collaboration with GBS Team Leaders and the BPOs and any other functional areas when relevant
  • Conduct satisfaction surveys with the stakeholders, present the results and conclusions as well as facilitate the implementations of improvement plans
  • Provide comprehensive information on the service performance metrics to the various stakeholders with the objective to facilitate performance management and collaboration related discussions
  • Identify areas for improvement within the framework and contribute to projects and initiatives related to optimizing the process of performance management, stakeholder’s satisfaction and governance
  • Keep all administrative documentation up to date as per GBS policies; Initiate preparation and sign-off of new contract documentation in cooperation with the Service Provider Performance Lead;
  • Responsible to cooperate with Service Provider Performance Lead to conduct regular reviews of all services from contractual perspective
  • Flexibility to address and take ownership over new requests as per the business requirements.


  • MS degree in Finance, Economics, Legal or related fields
  • Strong business, procurement and financial acumen with the ability to evaluate, analyze and solve problems
  • Strong negotiation and influencing skills, capacity to align diverse views and gain consensus, providing clarity and direction on what is to be achieved and break down barriers that get in way of effective team working
  • Excellent stakeholder management skills with the ability to engage with and influence stakeholders (verbal and written)
  • Excellent communication and interpersonal skills, ability to build and maintain trusting relationship with all stakeholders
  • Excellent business analytical skills and commercial awareness allowing to identify gaps and drive continuous improvement of service satisfaction
  • Ability to handle difficult situations and escalations
  • Ability to prioritize and maintain clear focus in constant ambiguity and change, using knowledge, judgment, resilience, and courage to resolve conflicting priorities and manage crises in an environment with tight deadlines and finite resource and uncertainty
  • Commitment to a service led culture and process improvement
  • Excellent written and spoken English
  • Finance process knowledge and understanding, preferably obtained in an international company
  • Experience in working in an environment of change involving people, process, policy and technology
  • Working experience in monitoring and reporting performance management indicators
  • Good understanding of corporate compliance & controls standards and practical experience in applying them in the own area of responsibility
  • Experience in Service and Supplier Management considered a plus
  • Working proficiency in MS Excel, MS Word, PowerPoint

Additional Information

 What we offer

  • The chance to enjoy a challenging career in an exciting, fast-moving environment in a dynamic industry
  • The opportunity to work in a multi-cultural environment with great offices in many locations. We aim to provide all our people with a work/life balance, as well as the many benefits offered by a global organisation, including health insurance, pension and performance bonuses
  • We are an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law
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