- Participates in monthly, quarterly, and annual performance review meetings and helps gauge the effectiveness of the Service Providers’ performance improvement plans. - Responsible to support and help the Regional Service Quality Manager Client Services to ensure the adherence to Unilever IT Service management process, policies and procedures by the Service Providers. - Support the engagement of the Service Providers in process performance reviews and process improvement activity to ensure this compliance is maintained. - Assists in reviewing the need for root cause analysis studies as it relates to operational and non-operational issues. - Coordinates the root-cause process as appropriate with the Service Providers and leads any Unilever-focused root cause analyses regarding areas for which Unilever is responsible. - Reports the findings to the Regional Service Quality Manager. - Advises on the practicality and viability of proposed improvement plans from the Service Providers related to their root cause analysis studies. - Co-ordinates with the Service Providers on the quality of any SLA reporting - Assists as required in the capture, logging, and tracking of non-operational issues in areas such as billing issues, performance issues, contract compliance issues and other relationship issues. - Ensures that the proper Purchase Orders are issued. - Invoice Verification and Payments Management - Financial Performance Reporting - Business Requirements Identification and Liaison
· Supplier Relationship management · Customer Service Techniques · Service Level Agreements · Consultancy · Problem Management · Structured Reviews · Some experience as either a customer or supplier Infrastructure Services so as to be an intelligent customer. · Experience with the management or operations of outsourcing and third party contracts or with a demonstrated ability to adapt to the outsourcing environment. · Operations and project management experience is desirable.