Finance Operations Governance Manager

Overview

Owns the governance framework for Level 1 and Level 2 Finance support teams — setting the rules, processes, and standards for how support work gets done.

Fights ticket chaos — reduces reassignments, backlog, and aging tickets by building accountability structures and clear escalation paths.

Tracks and reports performance via KPIs, SLAs, and executive dashboards so leadership always knows how support is functioning.

Key Responsibilities

• Establish and lead the Finance Support Governance framework across Level 1 and Level 2 support teams.
• Define and implement standardized incident management processes, including clear ownership models and escalation paths.
• Drive reduction of ticket reassignments (“ticket hopping”) and backlog/aging through structured controls and accountability routines.
• Develop and monitor KPIs and SLAs (e.g., aging, first-touch resolution, reassignment rates, backlog health).
• Build executive-level dashboards and reporting to provide transparency into support performance and trends.
• Lead regular governance forums with support queue owners and functional leaders to review performance and remediation actions.
• Conduct root cause analysis on systemic support issues and partner with process and system owners to implement corrective actions.
• Oversee ServiceNow workflow optimization and ensure alignment to the finance operating model and S/4HANA processes.
• Identify automation and continuous improvement opportunities to enhance efficiency and user experience.
• Support change management and communication efforts related to new support processes and standards.

Qualifications & Skills

• High school diploma required; Bachelor’s degree in Finance, Accounting, Business Administration, Information Systems, or related field preferred.
• 5–7+ years of experience in finance operations, shared services, support governance, PMO, or a related function.
• Strong understanding of incident management, ticketing systems (ServiceNow preferred), and service delivery models.
• Experience working in complex ERP environments (SAP S/4HANA experience strongly preferred).
• Demonstrated leadership experience influencing cross-functional teams without direct authority.
• Strong analytical and reporting skills; proficiency in Excel and BI tools (e.g., Power BI, Tableau).
• Excellent stakeholder management, communication, and executive presentation skills.
• Proven ability to drive process standardization and continuous improvement initiatives.