Location: Cracow – 3 days from the office.
Assignment type: B2B.
⏰Start date for assignment: ASAP.
⏳Duration of assignment: 12 months + extensions.
Language: English.
Workload: Full-time.
Need to know:
Supplier relationship:
- Main point of contact for the service provider or external FTEs responsible for application maintenance.
- Description of services in the case of a call for tenders, formalization of QAPs and Service Agreements, in accordance with the processes and operating modes defined in the operations.
- Compliance with the defined service or FTEs contract.
- Compliance with the quality and delivery of services provided and expected from suppliers, in accordance with the standards and norms defined in operations:
- Support and corrective maintenance,
- Administration and Supervision (including the management and tracking of license consumption and usage),
- Evolutive maintenance.
- Compliance with the SLAs and KPIs defined in the contract
- Creation and analysis of KPI and SLA dashboards related to services provided by the supplier.
- Verification of the proper use compliance of group tools, in accordance with the standards and norms defined in operations.
- Preparation, participation, or animation of the various committees outlined in the contract, and participation in operational committees when necessary.
- Follow-up and optimization of the budget related to supplier services
- Regular verification of process and service effectiveness, identification of areas for improvement, and implementation of action plans
- Coordination with operational managers to ensure the availability of necessary resources for the suppliers to deliver services in compliance with the concept of support chain and end-to-end services
- Compliance with the transition processes between the project and the run for all services.
Delivery follow-up:
- Definition of operational thresholds to be met by the supplier in line with the Groups business needs.
- Coordination and operational intervention with the service provider(s) for:
- Critical incidents,
- Urgent changes.
- Participation and animation of operational committees for demand and change management.
- Challenging and Validation of the workday estimates proposed by the provider for incident fixes and enhancements.
- Management, validation, and updating of documentation, ensuring that documentation remains company property.
- Monthly pickings to check the operational implementation of the processes defined in the contracts (in coordination with supplier relationship management).
- Implementation of improvement plans (in coordination with supplier management teams) to address potential issues in service delivery.