Job Title: IT Performance and Service ManagerAbout the Role:This is an exciting opportunity to work as an IT Performance and Service Manager, where you will be responsible for managing relationships with external IT service providers from a commercial, performance, and contractual perspective.Key Responsibilities:
* Manage relationship with external IT service providers.
* Monitor and analyze provider performance on contractually agreed deliverables.
* Take ownership of Integrated Performance Analysis of a specific IT provider.
* Contribute to assessment of IT provider for a specific service.
* Drive monitoring SLA adherence and provider obligations.
* Support Escalation management towards the provider.
* Contribute to definition and maintenance of market standard KPIs/SLAs.
* Support claim management.
* Execute provider governance according to framework.
* Foster provider performance improvements.
* Support provider relationship management and coordinate alignments in a global virtual environment.
* Support change processes.
* Contribute in measures and action plans to ensure IT provider management quality.
* Support Procurement and IT Contract Management teams.
Requirements:We're looking for candidates with a relevant educational degree and demonstrated experience in this area (> 5y).You'll Need:
* Effective written and oral communication in English on a business level.
* Structured, accurate and result-oriented, able to work against deadlines in an agile environment
* Fluency in English; German and/or other language is an advantage.
* Soft skills: Communication, Work autonomously, Self-Motivation, Responsibility, Strong teamwork and cooperation skills in an international working environment, Flexibility and strong organizational skills (process optimization), Problem Solving, Decisiveness, Ability to work under pressure and time management, Negotiation and Conflict resolution skills.
* Methods & Tools: Experience with agile methods is a valuable add-on, as well as data-analytics and proficiency with Microsoft office and Power BI
What We Offer:We are committed to creating a diverse environment and are glad to be an equal opportunity employer. We strongly encourage applications from a diverse talent pool.