Aon

2 weeks ago

Service Management & Transition Lead

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Last checked: 11 hours agoStatus: Live

Job Summary

Drive international service delivery from the Netherlands by designing, directing, and monitoring services delivered by global teams and partners in India and Poland. Own service governance, transitions, and continuous improvement—setting SLA/KPI performance agreements, ensuring quality and scalability, coordinating knowledge transfer, and managing contract and compliance frameworks. Lead stakeholder communication up to MT, and combine strategic direction with hands-on execution to resolve issues and institutionalize improvements.

Location: Rotterdam

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Set up, manage, and monitor service delivery quality from the Netherlands for international teams and partners in India and Poland.
•Act as the point of contact for Poland (GCC), steering performance, collaboration, escalations, and alignment with Dutch business needs.
•Create and track SLA’s and KPI’s, monitor volume, turnaround time, and quality, and provide transparent performance reporting to MT and stakeholders.
•Coordinate transitions and knowledge transfer, ensuring continuity and knowledge handover, including coordination for relation visits.
•Establish governance and manage contract agreements, ensuring compliance, risk control, and clear frameworks; initiate process improvements to raise service management maturity.

Key Requirements

•Demonstrated experience in international service delivery and/or outsourcing, ideally with multiple locations or near-/offshore partners.
•Experience managing performance using KPI’s and SLA’s, steering deviations and improvements in a results-driven way.
•Ability to facilitate and connect stakeholders effectively, influencing without direct hierarchical authority, including senior stakeholders and international teams.
•Experience working in a complex, changing organization, balancing BAU with transformation and applying a hands-on mindset.
•Bachelor’s or master’s degree in a relevant field, or an equivalent number of years of related work experience.

Experience:International service deliveryOutsourcingNear-/offshore partners

Education:Bachelor's

Skills:Stakeholder managementFacilitationCollaborationGovernanceContinuous improvementHands-on executionProblem-solving

Languages:English

Company Brief

Aon

Global professional services firm providing risk, retirement, human resources, and insurance brokerage solutions to clients worldwide, including consulting, reinsurance, and data-driven risk management services.

Industry: Insurance

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 1982

Glassdoor: 3.9

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