Service Performance Manager
Marks and Spencer
Uxbridge, United Kingdom
11d ago

Location : Uxbridge Location :

Date Live : 10 / 10 / 2018 Vacancy Closing : 31 / 10 / 2018 Location : Uxbridge Salary : Competitive + benefits Business Area : Head Office Area of Expertise : Technology Contract : Permanent Job DescriptionSummaryManages relationships with Suppliers (Prime, TCS Managed, Non-

Prime Managed), driving a focus on delivering value and continuous service improvement whilst ensuring a performant service is provided to M&SAbout the roleYour key accountabilities will include

  • Managing Service Performance Reviews for the Prime Supplier
  • Actively involved in Supplier Performance Reviews with Strategic Suppliers
  • Actively monitoring continuous improvement plans, while ensuring the Prime Technology partner is carrying out their responsibilities to pro-
  • actively keep M&S aware of progress and remedy plans.

  • Monitoring the mitigation of supplier performance related risks and action plans, escalating as appropriate
  • Ensuring Service Improvement Plans are developed to the standard required for Prime, Strategic and Non-Prime managed Suppliers
  • Reviewing changes to SLAs and the Service Catalogue, including understanding and communicating the impact of any changes
  • Actively reviewing Prime and Strategic Supplier service credit / debit calculations and working with Technology Commercial Management colleagues to assess impact
  • Responsible for collating Service Improvement Metrics that feed the Service Operations ScorecardAbout youYour skills and experience will include
  • Significant Service Management experience, including structured methods such as ITIL
  • Experience of building multi-system, multi-vendor continuous improvement plans for service and delivery
  • Experience of tracking and managing service performance
  • Experience of building Partner relationships including senior leadership engagements.
  • IT management skills and experience
  • Experience of service management and service performance management across different forms of service contract
  • Experience of building deep / strong relationships across the partners
  • Significant experience of analysis and reporting of performance metrics
  • Collaboration skills across third parties and senior stakeholders
  • SummaryManages relationships with Suppliers (Prime, TCS Managed, Non-Prime Managed), driving a focus on delivering value and continuous service improvement whilst ensuring a performant service is provided to M&S

    Summary

    About the roleYour key accountabilities will include

  • Managing Service Performance Reviews for the Prime Supplier
  • Actively involved in Supplier Performance Reviews with Strategic Suppliers
  • Actively monitoring continuous improvement plans, while ensuring the Prime Technology partner is carrying out their responsibilities to pro-
  • actively keep M&S aware of progress and remedy plans.

  • Monitoring the mitigation of supplier performance related risks and action plans, escalating as appropriate
  • Ensuring Service Improvement Plans are developed to the standard required for Prime, Strategic and Non-Prime managed Suppliers
  • Reviewing changes to SLAs and the Service Catalogue, including understanding and communicating the impact of any changes
  • Actively reviewing Prime and Strategic Supplier service credit / debit calculations and working with Technology Commercial Management colleagues to assess impact
  • Responsible for collating Service Improvement Metrics that feed the Service Operations Scorecard
  • About the roleYour key accountabilities will include

    About youYour skills and experience will include

  • Significant Service Management experience, including structured methods such as ITIL
  • Experience of building multi-system, multi-vendor continuous improvement plans for service and delivery
  • Experience of tracking and managing service performance
  • Experience of building Partner relationships including senior leadership engagements.
  • IT management skills and experience
  • Experience of service management and service performance management across different forms of service contract
  • Experience of building deep / strong relationships across the partners
  • Significant experience of analysis and reporting of performance metrics
  • Collaboration skills across third parties and senior stakeholders
  • About youYour skills and experience will include

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