Posted
Ref: SP420-601
Job description / Role
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
Requirements
Core competencies, knowledge and experience :
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
Key performance indicators :
- Timely Reporting: Service Manager Reports, Dashboard performance reports (for suppliers during development & In-life)
- Quality delivery of Supplier onboarding with each project including implementation of improvements / enhancements to support wider team.
- Risk Management: Identify and manage risks impacting service in life
About the Company
At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play.
We believe that, when working together, humanity and technology can find the answers and create a better future for all.
Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet.