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Central Shared Services Director

Company: Zendesk
Location: Madison
Posted on: June 14, 2019

Job Description:

As a result of our growth and scale, we're now seeking a Central Shared Services Director to join the experienced team. You'll be responsible to drive Zendesk's shared services vision and roadmap to improve efficiency and effectiveness that provides more value to the business as we face accelerated growth and growing demand for Zendesk products. In such an ever-changing environment such as ours, it's essential that you will be organized, detailed, have great people leader mindset whilst being a hands-on manager. You possess the flexibility to shift tasks quickly in a rapidly evolving environment with high-tech experience being a plus. This is a great opportunity to join an exciting, high-growth company at the managerial level. Job Responsibilities: Architects, implements and leads organization-wide Shared Services vision and strategy, including methodology, roadmap, capability development, training, deployment, and sustainability. Roadmap Management: Establish and handle a lean governance workflow around the portfolio, including new technology initiatives review and prioritization mechanism with a quarterly cadence. This governance workflow needs to include sound decision-making processes around all above topics. Delivery Management: Drive the successful delivery of the Shared Services programs within the portfolio. Establish and maintain a cadence-based reporting mechanism. Partners heavily with business leaders to create and embed a culture of continuous improvement as a standard operating practice. Ensures all areas receive appropriate support to further continuous improvement efforts. Supports cross-functional teams in the development and deployment of a SS roadmap to make step-level changes in performance (productivity and other Key Performance Indicators). Coaches, mentors and provides general support/leadership to the organization on the use of Lean and Six Sigma continuous improvement tools. A desire to motivate change and make an impact on business outcomes and productivity via value stream mapping to define current and the transition to the future state. You'll bring your operations "smarts". Bringing in much-needed structure and process to an ever-changing, innovative and entrepreneurial led environment. Have a knack for thinking creatively and have a "less is more" approach to scale moving forward. Run all Risk and Compliance for Global Shared Services Seek consensus from the Executive Leadership team Be a Champion for our Shared Services RPA, Digital & IT systems - Business Case, Identify, Implement and roll out across the organization. You have subject matter expertise and demonstrated project experience within Shared Services, Outsourcing and/or Offshoring industry, or back-office functional optimization Understand vendor landscape Financial modeling and/or business case development Ability to analyze and apply insourcing and outsourcing trends Model the Zendesk culture and values, apply inclusive change management process, and foster a strong and positive workplace culture. Bring passion and deep expertise that positions you as an inspirational role model and leader Requirements: BS/BA in Business or IT/Management informations systems or Finance 10-15 years of experience in areas of transformation and delivery leader in a Shared Services environment. An MBA or advanced degree is advantageous Demonstrated ability to creating and execute influence strategies that persuade key stakeholders to take action that will advance shared interests and business goals Demonstrated success in translating strategic priorities into operational reality; aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results. Experienced in identifying and driving organizational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives; catalyzing new approaches to improve results by transforming organizational culture, systems, or products/services. Broad knowledge of multi-functional, multi-site, global organizational processes and financial business methods Superior leadership skills with proven ability to effectively manage and develop a diverse team of people, and facilitate effective cross-cultural business inter-action. Ability to drive both definitional and implementation phases in a self-defined pace. Independent way of working, prioritizing and delivering against a set timeline. Strong spoken and written English skills Ability to travel to Shared Services locations as needed Strong project management and change management experience. Strong strategic thinking coupled with strong analytical and influencing skills Senior Executive leadership and Management level capability Experience in working with US MNC particularly in a shared services environment would be beneficial Proven experience in understanding regional and global complexities Adhere to deadlines in a changing environment Must be a great teammate with the ability to engage with different, cross-functional teams The best customer experiences are built with Zendesk. Zendesk's powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at *************** . Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities. Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk's use of your personal information.

Keywords: Zendesk, Madison , Central Shared Services Director, Executive , Madison, Wisconsin

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