Service Operations Lead

1. Business Performance, P&L Analysis & Financial Planning

· Own recurring analysis of revenue, cost of delivery, gross margin, contribution margin, operating expenses, and service profitability across GICS operations.

· Prepare monthly P&L views, management commentary, and performance bridges explaining actuals versus budget, forecast, and prior-period results.

· Partner with Finance on annual planning, rolling forecasts, accruals, cost-center reviews, and month-end financial performance reviews.

· Develop scenario models evaluating volume, pricing, supplier costs, productivity, headcount, capacity, and service-mix impacts.

· Perform unit-cost and cost-to-serve analysis across ITC, CFS, Registration, Infrastructure, and Configuration Services.

· Build financial business cases for automation, infrastructure upgrades, capacity expansion, sourcing decisions, and new service offerings.

2. Cost Governance, Budget Control & Optimization

· Monitor OPEX and CAPEX against approved budgets, forecasts, purchase commitments, and operating plans.

· Identify cost overruns, unfavorable trends, underutilized capacity, stranded spend, and financial leakage, and coordinate corrective actions.

· Drive transparency in service costing, cost allocation, supplier spend, chargeback approaches, and operational unit economics.

· Maintain a cost-opportunity pipeline with quantified benefits, accountable owners, dependencies, and realization tracking.

· Support sourcing and supplier negotiations through spend baselines, should-cost analysis, demand trends, and commercial insights.

· Validate savings and distinguish realized P&L impact from cost avoidance, productivity benefit, and risk reduction.

3. AI-Enabled P&L Analytics & Automation

· Lead implementation of AI and automation for P&L analysis, financial reporting, forecasting, reconciliations, and management commentary.

· Design automated data flows combining finance, operational, billing, supplier, and service-performance inputs into governed reporting models.

· Use Microsoft Copilot, Power BI, Power Automate, SQL, Python, and approved AI capabilities to accelerate variance analysis and surface decision-relevant insights.

· Develop anomaly and exception monitoring for unusual spend, duplicate charges, margin deterioration, billing inconsistency, and forecast deviation.

· Create predictive and scenario-based models for demand, cost, capacity, supplier spend, and profitability with documented assumptions and human review.

· Establish data-quality checks, model governance, approval controls, and traceability for AI-assisted financial outputs.

· Measure automation outcomes through cycle-time reduction, reporting accuracy, manual-effort elimination, decision speed, and validated financial impact.

4. Financial Controls, Billing Validation & Reconciliation

· Validate supplier invoices and service billing against contracts, statements of work, pricing models, purchase orders, and service-delivery records.

· Perform billing audits to identify duplicate charges, overbilling, unsupported charges, rate deviations, and financial leakage.

· Support accrual reviews, reconciliations, invoice aging analysis, disputed-item resolution, and period-close readiness.

· Establish approval checkpoints, exception thresholds, evidence requirements, and audit-ready documentation.

· Partner with Finance, Procurement, Accounts Payable, and suppliers to resolve billing and payment exceptions.

5. Service Operations Governance & Performance Management

· Maintain governance across global ITC, CFS, Registration, Infrastructure, and Configuration Services operations.

· Monitor performance against SLAs, KPIs, quality measures, productivity expectations, capacity plans, and customer commitments.

· Integrate operational and financial measures to show how service outcomes and resource consumption affect cost and profitability.

· Support Monthly Business Reviews, Quarterly Business Reviews, executive reviews, issue management, escalations, and action closure.

· Provide centralized visibility and consistent performance narratives through the GICS Control Tower.

6. Business Intelligence & Executive Decision Support

· Develop and maintain Power BI dashboards, executive scorecards, financial packs, and self-service analytical views.

· Translate complex P&L and operational trends into concise management insights, decisions, and recommended actions.

· Define consistent metric logic, reporting calendars, data ownership, and governance standards.

· Present clear insights on profitability, budget performance, cost drivers, supplier performance, productivity, risks, and opportunities.

7. Vendor Governance, Risk & Compliance

· Analyze supplier spend, price adherence, invoice quality, service levels, and corrective-action closure.

· Identify operational, financial, contractual, compliance, and supplier risks and coordinate mitigation plans.

· Support internal audits, compliance reviews, governance assessments, and evidence requests.

· Ensure adherence to company policies, contractual obligations, delegated authority, segregation of duties, and control standards.