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Job Description
Analyst Service Level & Supplier Mgmt – 36077
Profession
: Service Design & Development
Work Location
: Middle East, India & Africa-Jordan-Amman
Schedule
: Full-time
Description
PURPOSE
To assist in the design negotiation and management of SLAs with suppliers.
KEY RESPONSIBILITIES
Ensure the execution of and participate in the operational reviews of the SITA governance model
– Own and keep current the inventory of all service performance metrics and process documentation in line with SITA standards
– Identify and promote opportunities to continuously improve operational and process performance
– Gather performance data requirements against agreed supplier service levels
– Prepare and distribute reports to internal and external stakeholders
– Analyse internal and external feedback surveys to highlight trends areas of strength and weaknesses and ensure that this is given adequate visibility in SITA
– Identify and promote opportunities to continuously improve contractual relationships
– Provide statistical performance analyses either cross sectional or time series. These statistics are to demonstrate compliance with contracted SLA's but also to demonstrate productivity levels and to provide data for external benchmarks
– Drive service level improvements and monitor supplier performance trends in all operational areas in coordination with operational owners.
Ensure the execution of and participate in the operational reviews of the SITA governance model
– Own and keep current the inventory of all service performance metrics and process documentation in line with SITA standards
– Identify and promote opportunities to continuously improve operational and process performance
– Gather performance data requirements against agreed supplier service levels
– Prepare and distribute reports to internal and external stakeholders
– Analyse internal and external feedback surveys to highlight trends areas of strength and weaknesses and ensure that this is given adequate visibility in SITA
– Identify and promote opportunities to continuously improve contractual relationships
– Provide statistical performance analyses either cross sectional or time series. These statistics are to demonstrate compliance with contracted SLA's but also to demonstrate productivity levels and to provide data for external benchmarks
– Drive service level improvements and monitor supplier performance trends in all operational areas in coordination with operational owners.
Qualifications
EXPERIENCE
1 year of experience in customer service preferably in a global organization and service provider environment
KNOWLEDGE & SKILLS
Service Management Processes
– Knowledge of ITIL and Service Management practices and procedures
– Competent in Microsoft Office products messaging on-line purchasing web-conferencing systems
PROFESSION COMPETENCIES<\/p>\n
Quality Orientation<\/p>\n
Supplier Relationship Management
CORE COMPETENCIES<\/p>\n
Adhering to Principles & Values<\/p>\n
Communication<\/p>\n
Creating & Innovating<\/p>\n
Customer Focus<\/p>\n
Impact & Influence<\/p>\n
Leading Execution<\/p>\n
Results Orientation<\/p>\n