Description
Position Title:
Vendor Service Performance Manager
Reports to:
Customer Relationship & Vendor Service Manager
Summary of Role:
The role of the Vendor Service Performance Manager is to guide the strategic development of the services provided by the Service Provider as well as to monitor, evaluate, and report the Service Providers performance. This role requires the individual to be a functional subject matter expert, as well as an expert in the analysis, interpretation and presentation of performance measures to enable senior leadership to understand process performance, report progress against targets (SLAs), and proactively manage business outcomes in alignment with the performance expectations of company. The Vendor Service Performance Manager utilises operational performance data to characterise opportunities for improvement, and works in partnership with senior leaders and operational groups to drive process optimisation and efficiency. The Vendor Service Performance Manager has responsibility for day to day analysis and reporting of all service metrics. (This role will interact closely with the Service Level Manager, the Outsourced Governance Portfolio Manager and Financial Analysis & Planning Lead.) In some situations this role may be performed by the Service Delivery Manager. The Vendor Service Performance Manager has significant interactions with all key leaders in the company and the SIAM department to assist and advise in annual and long-term business plans; performance measurements and analyses against stated goals; definition of key metrics; establishment and maintenance of Service Provider governance frameworks and decision rights; client performance feedback mechanisms; and ad hoc requests.
Principal Accountabilities:
Conduct regular service reviews; manage and audit Service. Provider performance and productivity relative to Service Levels Act as point of escalation for any service level related issues that arise at the service delivery level. Interface with Financial Management to analyse performance outcomes for Performance Credits/Earn-backs. Participate in annual continuous improvement process and assist in benchmarking service levels. Prepares presentations for the steering committee and other executive leadership groups. Maintains database of outsourcing initiatives, including project financials, performance metrics Interface with periodic customer satisfaction survey process, including follow up and remedial action plans. Interface with Financial Management to analyse performance outcomes for Performance Credits/Earn-backs. Reviews and monitors Service Provider problems, change management processes, and escalation procedures on a daily basis. Is the Client expert for problem and incident management reporting, trend analysis and statistics. Is the Client expert for release and change manage approvals, reporting, statistics and issue management Is the key services escalation point for both the Client and the Service Provider. Reviewing transition plans for introduction of all new technologies and business processes. Managing reporting of annual Category performance goals Incorporating client feedback into Vendor. Service performance reporting Tracking performance issues and corrective measures where implemented. Performing quality assurance reviews of programs Performing business analyses to assess success of past decisions and to help guide future decisions. Managing the Vendor Service performance organization structure after its development and institution.
Principle Challenges:
Works with transition team post implementation to identify process improvement opportunities and track results Assuring that total potential value of services, (internal and external) delivery is realized. Coordinating definition of Vendor Service performance reporting requirements and determine requirements/metrics for performance reporting with the SIAM functional managers of the other business functions.
Output & Results:
Establish metric/performance reporting approach; track Service Provider performance and ensure business viability of service levels. Add, change or delete existing service levels to maintain alignment with the market and with the business. Define and implement service level reporting for all new Statements of Work. Provide early warning to the Business Unit executives regarding degrading or missed service levels. Conducts ongoing vendor performance monitoring and management. Carries out period-on-period analysis of service delivery on all three dimensions: cost, quality and time in order to assist with future sourcing strategies, capability estimation and financial planning and management Developing and managing Vendor Service performance metrics-based performance reporting process
Job Environment:
Constantly monitors and improves team efficiency, effectiveness and impact. Leads and enables enterprise-wide thinking in the team. Creates an environment that values employees and encourages cooperation, open communication and teamwork. Serves as a role model by demonstrating a commitment to Client's values, high performance standards, workplace diversity, and driving results. Relevant experience and qualifications required. Knowledgeable and experienced with global service delivery models and shared service execution. Experience designing and deploying performance management processes and systems Bachelor's degree in the field of computer science, engineering, or equivalent 12-15 years relevant work experience. Professional Competency Level. Communicates a compelling and inspired vision or sense of core purpose. Clear thinker who anticipates and develops strategies for anticipated future consequences and trends. Manoeuvres through complex political situations effectively and quietly. Thinks globally and sees multiple aspects and impacts of issues and projects them into the future. Flexible and adaptable when facing tough situations and calls. Knowledgeable about how organisations work and know how to get things done both through formal channels and the informal network. Can motivate many kinds of direct reports and team or project members. Clearly delineates responsibilities and sets clear objectives and measures. Provides direct, complete, and actionable positive and corrective feedback to others. Quickly grasps the essence and the underlying structure of new situations and problems. Relates well to people at all levels both inside and outside of the organization. Bright and intelligent individual who deals with concepts and complexity comfortably. Has good judgment about which creative ideas and suggestions will work. Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure. Energized by tough challenges and the opportunity to lead. Deals comfortably with more senior managers. Highly self-motivated and directed. Strong client service orientation Team-oriented, collaborative environment leadership skills. Technical Competency Level. Knowledgeable about current and possible future Vendor Performance trends and technology. Knowledge of all aspects of the functional area. Knowledgeable in financial reporting and budgeting. Possesses strategic business planning capabilities. It is a given that all role-holders will be strong role models of the company's.
Behaviours:
Building Communities
Demonstrating Transparency
Taking Accountability
Driving Commerciality
Enabling Performance
Focusing on the Future
Valuing Professionalism