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Purpose of the role:
As a Service Provider Manager in IT / Procurement, you will be responsible for managing and optimizing relationships with our IT service providers. You will ensure that services comply with contractual agreements and contribute to the continuous improvement of service quality.
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Duties & Responsibilities
- Identify and select IT service providers, negotiate contracts and SLAs aligned with strategic goals, and maintain oversight on contract compliance.
- Foster partnerships with service providers to drive quality, monitor service delivery through KPIs, and ensure adherence to SLAs.
- Conduct regular performance assessments, mitigate risks, and provide upper management with strategic insights, recommendations, and performance reports to inform decision-making.
- Identify improvement opportunities and collaborate with suppliers to enhance services, leveraging their expertise to drive operational efficiency.
- Work closely with internal teams to align supplier services with business needs, ensuring satisfaction and knowledge retention.
- Monitor expenses, implement cost-control measures, and support budgetary goals.
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Outputs
- Identify and select suitable IT service partners aligned with organizational goals and requirements.
- Define and manage Service Level Agreements. Ensure all services meet or exceed agreed-upon performance standards.
- Build and maintain strong relationships with IT service providers. Act as the primary point of contact for all service-related topics.
- Regularly monitor and evaluate the performance of service providers. Generate detailed reports on service performance and compliance with SLAs. Provide regular updates and insights to all internal stakeholders.
- Optimize costs associated with external service providers. Ensure cost-effective delivery of services without compromising quality.
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Leadership & influence (max. 5, budget, leadership, impact on the organization)
- Act as a trusted advisor, providing insights to internal stakeholders, service owners.
- Develop a clear vision and make informed decisions to manage service delivery effectively.
- Communicate expectations clearly and build strong relationships with service providers and internal teams.
- Proactively identify issues, implement solutions, and adapt to changing business needs.
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Interface, Collaboration, Stakeholders (if applicable with significant impact)
- Senior IT Management Team: Collaborate to ensure that service provider strategies align with overall business objectives. Provide regular updates on service performance, key metrics, and strategic initiatives. Offer insights and recommendations to support strategic decision-making related to IT services and external partnerships.
- Technical Service Owners: Work closely to integrate external services with internal processes and systems. Collaborate to address and resolve any service delivery issues promptly. Partner to identify opportunities for improving service quality and efficiency.
- Finance Controllers: Coordinate on budgeting and financial planning for IT services. Work together to identify cost-saving opportunities without compromising service quality. Provide detailed financial reports related to service provider contracts and expenditures.
- External Service Providers: Negotiate and manage contracts to ensure favorable terms and compliance with SLAs. Regularly evaluate service provider performance and address any issues. Maintain strong, collaborative relationships to ensure effective service delivery and continuous improvement.
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Required education, experience, knowledge (max. 7, list education, experience, knowledge, or special licenses needed to perform the job.)
- Degree in business informatics, business administration or a comparable qualification, certifications (e.g., ITIL, PMP, CIPS) are a plus
- Proven experience in IT purchasing, supplier management, and developing long-term partnerships with key providers
- Expertise in ITSM practices, contract management, and negotiation of IT service agreements to drive business value
- Strong analytical skills with a focus on KPIs to assess and drive supplier performance
- Skilled in communicating with stakeholders at all levels, with proven negotiation skills and the ability to influence decision-making
- Team-oriented with the ability to work effectively in a dynamic, fast-paced environment
- Very good written and spoken English skills
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Required skills & expertise (max. 9, functional, professional expertise, technological problem-solving)
- Strategic Planning and Contract Negotiation: Develop strategic plans for managing service providers and negotiate contracts to ensure favorable terms and compliance with SLAs.
- Performance and Relationship Management: Monitor and evaluate service provider performance and build strong relationships with both internal stakeholders and external partners to ensure effective service delivery.
- Communication and Problem-Solving: Communicate clearly and effectively with all stakeholders, and proactively identify and resolve issues to maintain high service quality.
- Financial Acumen: Manage budgets and optimize costs related to service providers; while overseeing projects to ensure they are completed on time and within budget.
- IT Service Management and Vendor Management: Apply IT service management frameworks (e.g., ITIL) and manage vendor relationships to ensure services meet organizational needs.
- Compliance and Governance: Ensure all services comply with relevant standards and governance requirements, maintaining high levels of accountability and transparency.
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Oerlikon Success Statements: (follow Oerlikon Success Statement Catalogue)
The Oerlikon Success Statements listed below are applicable to this role and examples of experience to meet these were documented during the interview phase:
- Be curious
- Hunt as ONE Oerlikon Team to create customer value
- Own your task, get empowered and execute in time
- Take fast conscious decisions and stick to them
- Be loyal to your stakeholders
- Passionately drive success in all we do
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Country specific disclaimer/legal requirements
The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.
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Oerlikon is an equal opportunity employer. We support diversity and are committed to creating an inclusive environment for all employees.
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