Service Performance Manager

Lodestar Recruitment
London (Greater)
13 Apr 2018
20 Apr 2018
Contract Type
Full Time
Service Performance Manager, West Drayton, UB11
Excellent Salary & Comprehensive Benefits!

We have a new job opening in West London for a Service Performance Manager to join an iconic FTSE100, prestigious, multinational retailer!

The core function of this Service Performance Manager role is to ensure that partner performance is understood and timely actions are taken to ensure value is maximised from the relationship. Essentially, the Service Performance Manager will manage supplier relationships and drive focus on delivering value and continuous service improvement whilst ensuring a performant service is achieved.

As the successful Service Performance Manager your responsibilities will include:

• Managing service performance reviews for the prime supplier
• Taking an active role in supplier performance reviews with strategic partners
• Actively monitoring continuous improvement plans, whilst ensuring the prime technology partner is carrying out their responsibilities to pro-actively update on progress and remedy plans
• Monitor the mitigation of supplier performance related risks and action plans, escalating where appropriate
• Ensuring service improvement plans are developed to the required standard for prime, strategic, and non-prime managed suppliers
• Reviewing changes to SLAs and the Service Catalogue, including understanding and communicating the impact of any potential changes
• Actively reviewing prime and strategic supplier service credit/debit calculations, and working with Technology Commercial Management colleagues to assess impact
• Collating service improvement metrics that feed the service operations scorecard

We are looking for someone who has:

• Significant Service Management experience, including structured methods such as ITIL
• Experience building multi-system, multi-vendor continuous improvement plans for service and delivery
• Experience tracking and managing service performance
• Experience building partner relationships, including senior engagements
• IT management skills and experience
• Experience with service management and service performance management across different forms of service contracts
• Someone who can build and maintain strong relationships with the company’s partners
• Good experience analysing and reporting performance metrics
• Good collaboration skills across third parties and senior stakeholders

For more information relating to this Service Performance Manager job opening or to submit your application, please contact Remi Damiani on the contact details provided

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