Analyses performance figures against the agreed SLA for the portfolio of services through evaluation of key performance indicator trends and highlights areas for improvement. Briefly, ensure delivery of contracted services in accordance with other contractual obligations in place.
Lead supply chain capacity planning, workload scheduling and readiness review processes.
Proactively works with suppliers and delivery teams to implement service improvement plans identified via the Supplier monthly performance reviews to improve quality and efficiency.
Identifies where Service Credits may be payable and escalates appropriately
Identifies and proposes improvements to the RM Supplier Governance regime.
Be the escalation point for service delivery issues affecting internal suppliers and the awarding body within a session.
Assist with the definition and development of ITIL supplier management framework and implementation of improvement plans.
Assist with the development of service delivery toolsets and implementation of ITIL Supplier Management process to improve operational efficiency and drive down costs.
Support the introduction of Operation Level Agreements with internal suppliers to help monitor, control and achieve efficient operating practices.
Build and maintain strong relationships with suppliers at the appropriate level in line with the agreed governance regime
Build and maintain relationships with RM Results stakeholders, enabling stakeholders to engage with suppliers to ensure business needs are supported
Proactively manage issues escalating when appropriate.
Ensure supplier conformance with all contractual obligations including standards and compliance e.g. business continuity and information security
Ensure supplier “change” is managed within agreed process, negotiating costs and milestones as appropriate
Ensure financial management is in line with agreed process ensuring Pos are raised and shared on time and invoices reconciled accurately.