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Finance Shared Service Manager

Bristol, England, United Kingdom

Finance Shared Service Manager

  • NE02972
  • Bristol, England, United Kingdom

About us

We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by over 27,500 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo. Our agility and entrepreneurial spirit, alongside award winning development programmes, enable innovation and success while creating exciting and rewarding career choices.

As we move forward, our customers will be at the heart of what we do, evolving to needs and expectations and committing to a more meaningful contribution to harm reduction by building a successful NGP business. Integral to our long-term success is our sustainability strategy, behaving responsibly and supporting our ambitions, all underpinned by high governance.

Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.


Please note that this is a contract position until December 2023

The role

The service delivery managers are responsible for managing the service delivered by Finance Shared Services (FSS). This will include monitoring and managing the performance of Shared Services and ensuring targets and SLA’s are met in accordance with customer requirements.

Service management encompasses stakeholder/relationship management, managing customer requests for new services, managing service levels (including issue management), continuous improvement of services and ad-hoc project management

Key accountabilities

Service quality & performance management

  • Ensure Service Level Agreements (SLAs) are managed and reviewed in line with business requirements for assigned markets and processes
  • Manage the Finance Shared Services performance against agreed service levels ensuring that underperformance is appropriately addressed and service delivery goals are delivered for assigned markets and processes
  • Act as primary escalation point for business users and stakeholders for service issues
  • Implement and manage service improvement initiatives to demonstrate continuous improvement
  • Ensure regular Service Performance Reviews are held and liaise with key stakeholders to ensure performance is delivered in line with service expectations
  • Provide regular service reporting to regional and local stakeholders on performance and SLAs
  • Manage ad-hoc projects related to the FSS services


Relationship management

  • Maintain BPO provider and  customer relationships in assigned markets
  • Manage the customer relationships and governance arrangements to ensure customers’ needs and expectations are being met
  • Hold BPO provider to account for SLAs and KPIs in assigned markets and input to overall Service Delivery Lead management of BPO provider
  • Keep BPO provider informed on developments in the organisation or changes in market conditions that might affect demand for services.
  • Clearly articulate the service proposition, ways of working and benefits to the customer community.
  • Ensure customer compliance with process standards, maximising utilisation and driving efficiency in assigned markets and processes
  • Manage stakeholder expectations and requirements for delivery of Finance services


Service change management / Continuous improvement

  • Working closely with Global Process Owners (GPO), customers and Service Delivery Lead to identify weaknesses and opportunities in the existing processes, service delivery and service offering and develop actions and/or solutions to address the gap within assigned markets and processes
  • Work with BPO provider and relevant ITG stakeholders to identify Continuous Improvement (CI) opportunities
  • Take ownership for implementation of selected CI initiatives as directed by Service Delivery Lead and in co-ordination with stakeholders within BPO/ITG.

Skills & Experience

  • Expertise in service management and process implementation and improvements
  • Experience of monitoring and managing operational finance performance or other 3rd party relationships
  • An MBA/ Chartered Accountant/Management Accounting qualification is desirable
  • Experience in financial, risk and compliance management
  • Lean / Six sigma qualification, or equivalent, an asset
  • Superior and demonstrable customer service experience
  • A self-starter with high levels of drive, energy, resilience and a desire for professional excellence
  • Demonstrates good negotiation skills with experience of dealing with diverse stakeholders

What we offer

Imperial Brands offer a competitive package of salary, bonus scheme, pension and 25 days holiday (with an additional 4 days on top to cover the Christmas period and bank holidays) and hybrid work.

Next steps

Interested applicants should apply with their CV highlighting their suitability for the role. 

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The year Imperial was founded through the
coming together of 13 UK family-run


Imperial employees worldwide


Number of markets worldwide in which our products are sold