Performance / Service Level Manager

2 weeks ago

Solna Municipality, Sweden Vattenfall Full time

About the job

Vattenfall IT is an experienced and high performing organization, managing IT Portfolio across all business areas in cooperation with Vattenfall IT Suppliers. The role of Assets & Suppliers department has been strengthened in the recent years, supporting digitalization while ensuring fulfillment of security requirements and cost efficiency.

The IT Suppliers are playing a crucial role, due to rapid technology development and increasing business demand for digitalization. Managing suppliers and their performance is key.

We are currently seeking a Performance / Service Level Manager to oversee performance and SLAs agreed with suppliers for managed service contracts (e.g. Client Services, Network WAN Services).

As part of this role, you will also:

  • be the owner of Supplier Performance Management Framework in Vattenfall IT, supporting Contract Owners with setting up Performance Management for their suppliers
  • drive further development of Service Level/Performance Reporting

This role involves a high exposure towards suppliers and IT management. You will mainly work in supplier governance on a tactical level, based on inputs collected from operational teams.

What will you do?

Your tasks and responsibilities:

  • Track Service Supplier performance and ensure business viability of service levels. Modify service levels as needed to stay aligned with the market and business requirements, in collaboration with other relevant roles.
  • Establish service level/performance reporting.
  • Conduct regular service level reviews; oversee and audit Service Supplier performance and productivity in relation to Service Levels.
  • Serve as the point of escalation towards suppliers for any service level performance-related issues.
  • Collaborate with IT Finance/Controlling to analyze performance outcomes for Service Credits/Earn backs.
  • Participate in continuous improvement processes and benchmark service levels.
  • Coordinate ongoing supplier performance monitoring and management.
  • Regularly analyze service delivery.
  • Create presentations on Service Level Performance for the respective Governance forums and other executive leadership groups.
  • Review and follow up on Supplier service improvement plans for service level performance issues.

You will also:

  • Further develop and maintain the Framework, applicable for all contract categories
  • Coordinate and communicate performance aspects in a multi-supplier environment;
  • Advise Contract Owners and assist projects in setting up Performance Management/SLAs
  • Establish a general service level/performance reporting approach.
  • Maintain a database for performance metrics.

Location

Katowice/Gliwice or remote work in Poland

Your profile

Who are you?

You have demonstrated experience in Service Level / Performance Management, preferably in a Supplier context, as well as an IT/technology background and a good understanding of financial processes.

As our Performance/Service Level Manager, you will bring:

  • Experience in the IT/Finance area.
  • Service Level / Performance Management certification.
  • ITIL 3.0 and higher, with proven practical experience in key processes.
  • Good knowledge of tooling - reporting systems (e.g. PowerBI), ITSM systems such as Remedy, Helix, Service Now.
  • Ability to collaborate effectively with cross-functional teams.
  • Strong communication skills.
  • Problem-solving and collaboration skills ensuring effective engagement with stakeholders/suppliers and within the IT environment.
  • Combination of strategic thinking with a hands-on approach.
  • Proficiency in English.

You will report to the Manager of Assets & Suppliers department and be part of the Supplier Management team.

Additional information

At Vattenfall, we strongly believe that embracing diversity contributes to building a more profitable and appealing company. We are committed to promoting diversity, ensuring equal opportunities and rights for all employees regardless of various factors. Vattenfall actively works towards a fair and inclusive workplace for everyone.

The security and well-being of Vattenfall and its employees are paramount. Therefore, a pre-employment screening is part of the recruitment process. This screening is tailored to the role you will assume within Vattenfall and will be conducted by a trusted third party, Validata.

We eagerly await your application

About the company

Vattenfall is a European energy company with a workforce of approximately employees. For over a century, we have powered industries, supplied energy to homes, and modernized lifestyles through innovation and collaboration. Our current mission is to enable fossil-free living within a generation. To achieve this ambitious goal, we seek talented individuals who not only excel in their roles but also possess a strong team spirit and a drive to contribute to a significant corporate mission.

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