Head of service center

Opis posla

        HEAD OF SHARED SERVICE CENTER

Build, lead and continuously improve our service platform

Full-time  |  Bosnia and Herzegovina  |  Leadership role

We connect people and businesses across borders. Within our Finance CEE & Corporate Services Hub, we are establishing and strengthening a Shared Service Center that delivers reliable, efficient and scalable services for our companies. We are looking for an experienced leader who combines people leadership, operational excellence and end-to-end process thinking as well as affinity for AI.

YOUR MISSION

You will take functional and disciplinary responsibility for the Shared Service Center and shape its sustainable development. Your goal is to ensure a smooth, cost-efficient and service-oriented operation through clear governance, effective end-to-end process management, measurable service levels and continuous improvement.

WHAT YOU WILL BE RESPONSIBLE FOR
• Lead, develop and deploy employees in line with business priorities, while building the capabilities required for future services.
• Run day-to-day SSC operations and actively manage capacity, workload, quality, priorities, risks and escalations.
• Own and further develop the assigned end-to-end processes, including clear accountabilities, interfaces and governance.
• Define, monitor and report service-level agreements and performance indicators, translating data into actionable decisions.
• Standardize and optimize processes together with Process Managers and Process Owners, and track the impact of improvements.
• Identify and implement opportunities for digitalization, automation and AI-enabled service delivery.
• Build strong partnerships with business functions, CEE subsidiaries and relevant corporate interfaces.
• Develop approaches to attract, grow and retain qualified specialists, including cooperation with educational institutions and evaluation of funding opportunities.

THE PROFILE WE ARE LOOKING FOR

Leadership & delivery

Relevant experience in a service- and process-oriented environment, with proven responsibility for teams, processes, projects or cross-functional initiatives.

International mindset

Experience in stakeholder management across countries and functions. SSC or nearshoring experience is a strong advantage.

Education

Completed business-related degree or a comparable successfully completed qualification. Further training in process, project, change, lean or service management is expected.

Process excellence

Sound understanding of governance, SLAs, KPIs, standardization and continuous improvement, with a strong cost and results orientation.

Digital capabilities

Confident use of Microsoft 365, especially Excel, PowerPoint, Word, Teams and SharePoint. Power BI, AI applications or project-management tools is advantageous.

Languages

Bosnian, Croatian or Serbian at native-speaker level, plus working proficiency in English, German is advantageous.

HOW YOU LEAD
• You provide direction, make decisions and take ownership for implementation and results.
• You delegate effectively, develop people and create an environment of collaboration and accountability.
• You think across functions and understand complex workflows from an end-to-end perspective.
• You communicate clearly, resolve conflicts constructively and remain solution-oriented in times of change.
• You combine entrepreneurial thinking with analytical structure, sound judgment and a strong service mindset.

WHAT MAKES THIS ROLE DISTINCTIVE

Shape the operating model

Play a central role in developing a scalable Shared Service Center across European countries.

Create measurable impact

Improve quality, cost efficiency and service reliability through transparent KPIs and disciplined execution.

Work across borders

Collaborate with teams and stakeholders in Vienna, Bosnia and Herzegovina and other CEE markets.

Drive transformation

Turn standardization, automation and AI opportunities into practical, sustainable improvements.

ADDITIONAL EXPECTATIONS
• Willingness to assume functional, disciplinary and commercial responsibility.
• High level of initiative in developing the team in line with professional and organizational requirements.
• International travel readiness and strong intercultural affinity.
• Structured, independent and solution-oriented working style.

READY TO BUILD THE NEXT GENERATION OF SHARED SERVICES?

We look forward to receiving your application.

Please add the application channel, contact person and publication deadline before posting.

EMPLOYMENT & REMUNERATION

This is a full-time position. The employment location is Bosnia, preferably around Sarajevo, contractual framework will be Bosnian. Remuneration is based on the experience with a readiness to overpay.

We connect. We deliver. We grow together.
    

Kako se prijaviti

Pošaljite vaš životopis do 11.12.2026. koristeći kontakt opisan u oglasu ili koristite eksterni link.