Role Purpose:
The Service Management Specialist is responsible for managing supplier performance, relationship, contracts and financials and lead performance improvement initiative across IoT and VBPS. Service Management Specialist engage with key projects and suppliers to support with supplier onboarding and assure business requirements are delivered by the supplier. Service Management Lead assures proper onboarding to facilitate managing supplier performance in life. This includes governance, reporting, KPI’s and working closely with legal team on the contract.
The Service Manager Lead also acts as the single point of contact for escalation between supplier and internal IoT internal teams. Service Management lead identifies performance and process improvement opportunities and potential savings during supplier’s contract reviews or negotiations and services reviews.
Key accountabilities and decision ownership:
Supplier Relationship:
• Conduct monthly governance meetings with suppliers
• Escalation management related to suppliers and performance
• Act as conduit for communication between internal teams and suppliers
Performance Management:
• Performance reporting review to assure supplier service performance
• Issue identification and reporting driving supplier performance through remediation back to expected performance levels
• Identify and adapt as necessary KPIs for Services mapped against Service and Service Levels
Contract Management:
• Working closely with VPC and Internal Teams to assure the contracts meets business requirements and / or contract changes
Financial Management
• Assure Supplier POs are raised
• Ensure commercial cover provided before service commences
• Review work orders against scope of services and pricing
• Identification of saving opportunities and efficiencies
Communication:
• Communication with internal and external stakeholders
• Engagement in different as required processes including contracts and bidding
• Organizing and supervising of steering committees and other regular meetings with the service providers
Background
Strong background in the Telecoms industry for large Enterprise business; IT and Customer Operations experience would be an advantage.
Supplier Relationship:
• Negotiation skills
• Ability to build and maintain relationship with internal and external suppliers
•Ability to manage and report on escalations to appropriate stakeholders
• Great communication skills with internal and external stakeholders
Performance Management:
• Analytical skills to identify trends and poor performance
• Possess strong questioning skills
• Background on identification of KPIs related to the service performance provided by supplier
Ability to review KPIs and identify changes required
• Identification of challenges, risks and issues including proposing mitigation or remediation options
Contract Management:
• Contract / Documentation content review and ability to map against business requirements
Additional Skills:
• Experience of process mapping and associated documentation
• Able to identify improvement opportunities and drive within team
• Preferred to have experience of purchasing processes and methods
Must have technical / professional qualifications:
• University degree, with preference on technology (engineering, telecommunications, computer science).
• Knowledge on managing major customer services or operational services organisation within Telecoms
• Multi-national team leadership experience and proven ability to operate within a matrix organisation.
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