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Service Performance & Governance Lead (Shared Services)

Kuala Lumpur Permanent Work from Home or Hybrid View Job Description
An exciting opportunity to shape how a regional Shared Services Centre manages its performance, governance, and service outcomes. This role is ideal for someone who enjoys driving clarity, insights, and continuous improvement across service delivery teams.
  • Elevate service quality, performance insights, and governance across SSC
  • Lead impactful improvements using data insights and stakeholder alignment

About Our Client

Our client is a well-established multinational organisation operating a regional Shared Services Centre that supports multiple business units across Asia. The Shared Services function is currently strengthening its governance, performance visibility, and operational discipline, offering the right individual a chance to influence how services scale, improve, and deliver impact.

Job Description

As the Lead for Service Performance & Governance, you will act as the backbone of performance visibility and governance discipline within the Shared Services Centre. You will partner closely with functional leaders to structure service reviews, monitor critical performance indicators, and ensure delivery teams operate with clarity, accountability, and consistency.

Your responsibilities will include:

  • Managing the service governance framework covering service delivery, performance monitoring, escalation management, and compliance.
  • Coordinating and leading governance routines such as service reviews, leadership updates, and performance discussions.
  • Owning key performance dashboards and reporting across SLA delivery, productivity, quality, customer experience, and value realisation.
  • Identifying trends, risks, and opportunities through data-driven insights to strengthen service performance and drive improvement initiatives.
  • Supporting transformation activities, automation opportunities, and continuous improvement efforts in collaboration with functional leaders.
  • Acting as a trusted partner to stakeholders, strengthening alignment, and ensuring service performance is communicated effectively.

The Successful Applicant



The ideal candidate should possess:

  • 7-12years' experience in Shared Services,GBS, service delivery, performance management, governance, or operational excellence.
  • Strong capability in SLA/KPI reporting, dashboarding, and structured review frameworks.
  • Able to translate data into clear insights, performance narratives, and executive-ready presentations.
  • Strong stakeholder management skills, with the ability to influence and collaborate across functions.
  • Experience leading or supervising a small team, including coaching and driving accountability.
  • Advanced proficiency in Power BI, PowerPoint, and Excel for reporting and dashboard design.
  • Exposure to improvement initiatives, automation opportunities, or transformation programs.
  • Comfortable operating in dynamic, multi-country, or matrix environments.


What's on Offer

  • High visibility role influencing performance excellence across a growing regional Shared Services Centre.
  • Opportunity to shape governance standards and insights used by leadership teams.
  • Dynamic, collaborative, and forward-looking environment.
  • Professional development opportunities within a global organisation.



If you're eager to drive meaningful impact through service performance insights and governance excellence in a global shared services environment, we'd love to hear from you. Apply today and take the next step in your career.

Contact
Marissa Nao
Quote job ref
JN-032026-6975794
Phone number
6012 306 0593

Job summary

Function
Finance & Accounting
Specialisation
Shared Services
What is your area of specialisation?
Business Services
Location
Kuala Lumpur
Contract Type
Permanent
Consultant name
Marissa Nao
Consultant contact
6012 306 0593
Job Reference
JN-032026-6975794
Work from Home
Work from Home or Hybrid

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.