The role:
As our Service Management Senior Analyst, you will support the operations for Convatec Business Services, specifically monitoring, measuring, analyzing, and continuously improving the HR processes and procedures for every aspect of our shared service center. This role will partner with CBS People experience leaders, monitor and alert our performance across the business.
Key Responsibilities:
Monitor global support metrics and dashboards to track performance, adherence to SLAs and identify areas of improvement for the HR Service Delivery areas.
Work closely with the CBS Performance Improvement Lead to complement and synergize ongoing Performance Improvement reporting activities
Support business services performance improvement throught people, process or technology. Analyze process performance, benefits tracking and sustainability plans.
Lead significant Business initiatives and escalate complex risks across own CBS scope.
Strengthen knowledge and documentation maturity through improved process mapping and standards.
Identify root causes and develop improvement action plans with business colleagues, track progress, measure outcomes, and ensure sustainability.
Uses data from all Service Management activities and partners with Continuous Process Improvement to identify performance strengths, weaknesses, correlations, and trends that reveal opportunities for improvement in terms of technology, procedures and policies.
Through data driven decision-making, identifies opportunities to continually enhance service delivery and align processes to current and future business needs. Supports the partnership with Change/Communications to drive improvements adoption.
Engage with senior stakeholders and Workstream leads to prioritize strategic objectives into executable initiatives, monitor and analyze surveys and identify areas of improvement.
Partner and engage closely with the People Solutions Experience partners to gather requirements and roadmap future solution design for advanced improvements and digital enablement in ServiceNow.
Export ad-hoc reporting and maintain reports exported from different sources, such as ServiceNow, WalkMe and Workday, to the different CBS organizations, providing meaningful and valuable data insights as required.
Serve as an escalation point for our CBS Reporting Associate Analyst , ensuring data artifacts are accurate and advising on technical accuracy.
Coach and mentor colleagues, lead workshops and facilitate senior ‑ level discussions related to improvements, performance, trends, proposals etc.
Identify and scale best practices within CBS and project scope.
Support PMO governance, portfolio prioritization and accelerate adoption within Convatec.
Collaborate closely with the PMO Team to support and complement ongoing activities and actively demonstrate the perform as one team principle
Skills & Experience:
Global support experience
Expert in simplifying complex problems and engaging stakeholders.
Demonstrated leadership, coaching and stakeholder management skills.
Strong analytical capability, experience in Power BI and data modeling insights is a plus.
Effective change management awareness and communication competence.
Strong story telling and presentation skills
Ability to manage multiple high ‑ impact initiatives concurrently.
Experience leveraging AI ‑ supported tools (e.g. Copilot) is an advantage.
Qualifications/Education:
Degree and Professional Human Resources or HR Support Services experience
3+ years experience in HR Service Delivery Service Management
Proven experience leading process improvement initiatives in Finance, HR or IT.
Proficiency in metrics including SLAs and Statistical knowledge
Formal Lean / Six Sigma certification is a plus
Knowledge of MS Office Tools, HRIS Systems, Service Now or other relevant enterprise system.
Bound by ethical and professional HR Standards
Professional HR Certification preferred.
What You Will Gain
Senior‑level exposure to strategic CBS, HR and…