Lead Analyst Service Level & Supplier Mgmt
As lead Analyst your main responsibility is to own the operational performance and manage and enhance both the operational and commercial performance of the suppliers in line with SITA's strategy.
Reporting to the Manager Service Level & Supplier Mgmt you will be part of the transformation and performance team responsible for designing, negotiating, and managing the performance of supplier SLAs to limit SITA's exposure resulting from possible non-conformance to agreed customer commitments.
WHAT YOU WILL DO:
·Own the relationship with assigned suppliers and support the Purchasing department with sourcing and contracting activities.
·Identify and promote opportunities to continuously improve contractual relationships and to ensure the execution of and participate in the contractual and operational reviews of the SITA governance model.
·Perform gap analysis through suppliers' performance benchmarking and competitive analyses to continuously improve operational and process performance.
·Implement processes to collect business metrics for analyses and gather performance data requirements against agreed supplier service levels.
·Prepare and distribute reports to internal and external stakeholders, manage and analyze internal and external feedback surveys to highlight trends areas of strength and weaknesses, ensure that this is given adequate visibility in SITA.
·Provide statistical performance analyses either cross-sectional or time series and act as corporate point of contact to support the SITA territory teams in their management of 3rd party suppliers to set the rules and framework for supplier management.
·Drive service level improvements and monitor supplier performance trends in all operational areas in coordination with operational owners and define agree and implement continual service improvement plans with suppliers and SITA stakeholders to positively influence and improve the internal and external customer experience.
·Ensure continual supplier engagement review identifying and driving opportunities to increase value and save cost.
·Contribute to the design of standard customer SLAs for new services and create relevant customer SLA templates and design guides.
·Monitor incident resolution progress and chase up resolver groups for updates and resolution as per the defined product or customer SLA.
EXPERIENCE
Experience of working in the Airport / Airline industry- 3-5 years experience in customer service preferably in a global organization and service provider environment- 3-5 years experience in supplier management or similar function- 3-5 years experience in ICT or Services industry- Technical knowledge and background (ICT and Service Management)- Experience in definition and management of service levels and operational metrics- Experience in developing and implementing processes for specifying tendering and selecting suppliers
KNOWLEDGE & SKILLSPROFESSION COMPETENCIES
- Financial Acumen
- Methods and Tools
- Quality Orientation
- Supplier Relationship Management
CORE COMPETENCIES
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Impact & Influence
- Leading Execution
- Results Orientation
- Teamwork
EDUCATION & QUALIFICATIONS
Educated to degree level or equivalent work experience- ITIL Foundation Certificate