SmartSuite for the Shared Services Director
The Shared Services Director leads enterprise service delivery for internal functions such as HR, finance, legal and facilities: one intake, service standards, SLAs, case management and the metrics that show employees are served well. They own the enterprise service management programme.
What you own
- Own the enterprise service management strategy and service catalogue
- Set service standards and SLAs for internal functions
- Run one intake and case management model across HR, finance, legal and facilities
- Govern domain service teams and resolver groups
- Track employee satisfaction and service costs
- Report enterprise service performance to executives
Where the role sits
Each name opens that role's page.
Reports to
Direct reports
Works closely with
GRC processes
The shared GRC process map, highlighted for this role.
Owns
accountable for the process
Touches
contributes or approves
Depends on
consumes its output
How SmartSuite helps, suite by suite
Each card is the persona record from that suite's Users tab.
How they use the Enterprise Service Desk suite
Service model design
Defines standardized request types, workflows, and SLAs.
Performance management
Monitors backlog, SLA attainment, and resolution trends.
Continuous improvement
Identifies bottlenecks and optimizes service processes.
How they use SmartSuite
Request triage
SLA tracking
Workload management
Suites that serve this role
How SmartSuite supports this role
Request. Provides one employee portal for HR, finance, legal and facilities requests with routing, approvals and case tracking.
Service level. Sets and measures SLAs per service and domain team.
Knowledge. Maintains self-service knowledge for internal services.
Reporting. Reports volumes, SLA attainment, satisfaction and cost per service to executives.
Industry reference
ITIL 4's guidance on enterprise service management extends service desk, request and knowledge practices beyond IT, and the Shared Services and Outsourcing Network's operating model work describes the centre itself. Each domain brings its own rules: HR cases carry employment law and HIPAA when benefits data is involved, finance requests carry SOX approval controls, legal intake carries privilege and public sector shared services follow procurement and records law; SOC 1 reports are common where the centre runs controls for others.
In their words
Related roles
See SmartSuite for your role
Start a free trial, or book a demo and we will walk through your role's workflows in SmartSuite.