Performance / Service Level Manager

Vattenfall is a European energy company with approximately 21 000 employees. For more than 100 years we have electrified industries, supplied energy to people’s homes and modernized our way of living through innovation and cooperation. We now want to make fossil-free living possible within one generation. To be able to reach this ambitious goal we are looking for talented individuals who, in addition to their passion for their own role, also have strong team spirit and want to contribute to supporting a meaningful corporate mission. 

Vattenfall IT is an experienced and high performing organization, managing IT Portfolio across all business areas in cooperation with Vattenfall IT Suppliers. The role of Assets & Suppliers department has been strengthened in the last years, supporting digitalization while ensuring fulfillment of security requirements and cost efficiency. 

The IT Suppliers are playing an important role, due to fast technology development and growing business demand for digitalization. Managing suppliers and their performance is the key.

We are now looking for Performance / Service Level Manager to manage performance and SLAs agreed with suppliers for managed service contracts (e.g. Client Services, Network WAN Services).

As part of this role, you will also:

• be the owner of Supplier Performance Management Framework in Vattenfall IT, supporting Contract Owners with setting up Performance Management for own  suppliers
• to drive further development of Service Level/Performance Reporting

This role has a high exposure, towards suppliers and IT management. Working mostly in supplier governance on tactical level, based on inputs collected from operational teams.
 
What will you do? 
 
Your tasks and responsibilities: 

• Tracking Service Supplier performance and ensure business viability of service levels. Add, change or delete existing service levels to maintain alignment with the market and with the business along with other responsible roles.
• Establishing service level/performance reporting.
• Conducting regular service level reviews; manage and audit Service Supplier performance and productivity relative to Service Levels.
• Acting as point of escalation towards supplier for any service level performance related issues.
• Cooperating with IT Finance/Controlling to analyze performance outcomes for Service Credits/Earn backs.
• Participating in continuous improvement process and benchmark service levels.
• Coordinating ongoing supplier performance monitoring and management.
• Performing on regular basis analysis of service delivery.
• Preparing presentations of Service Level Performance for the respective Governance forums and other executive leadership groups.
• Reviewing and following up Supplier service improvement plans for service level performance issues.

You will also:

• Develop further and keep the Framework up to date, applicable for all contract categories
• Coordinate and communicate performance aspects in multi supplier environment;
• Advise Contract Owners and support projects with setting up Performance Management/SLAs
• Establish general service level/performance reporting approach.
• Maintain database for performance metrics.

Location  
Katowice/Gliwice or remotely in Poland

Who are you? 
You have proven experience in Service Level / Performance Management, preferably in Supplier context, as well as IT/technology background and good understanding for financial  processes.

As our Performance/Service Level Manager you will bring:

• Experience in IT/Finance area.
• Service Level / Performance Management certification.
• ITIL 3.0 and higher, proven practical experience with key process. 
• Good knowledge of tooling - reporting systems (e.g. PowerBI),  ITSM systems e.g. Remedy, Helix, Service Now.
• Ability to collaborate effectively with cross-functional teams.
• Very good communication skills.
• Problem solving and collaboration skills ensuring effective collaboration with stakeholders / suppliers and within IT.
• Combination of strategic level of thinking with a hands-on attitude.
• Very good command of the English.

You will report to the Manager of Assets & Suppliers department, and be part of Supplier Management team.

Our offer 
Good remuneration, a challenging and international work environment, and the possibility to work with some of the best in the field. You will be working in interdisciplinary teams and you can always count on support from committed colleagues. We offer attractive employment conditions and opportunities for personal and professional development. 

More Information 
We welcome your application in English. We kindly request that you do not send applications by any means other than via our website as we cannot guarantee that we will be able to process applications that are not made via our website. 
 
For more information about the recruitment process you are welcome to contact our recruiter Ewa Krajewska via ewa.krajewska@vattenfall.com

At Vattenfall we are convinced that diversity contributes to build a more profitable and attractive company and we strive to be good role model regarding diversity. Vattenfall works actively for all employees to have the same opportunities and rights regardless of gender, ethnicity, age, transgender identity or expression, religion or other belief, disability or sexual orientation. 

The security of Vattenfall and its employees is essential. For that reason, a pre-employment screening will be part of your recruitment process. The screening is based on the role you will fulfill within Vattenfall. The screening will be performed by a third party, Validata.
 
We look forward to receiving your application! 

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