Job Description
Responsible and accountable for management and coordination of all applications and services required for the delivery of acquiring services to First Data’s customers. The Manager Supplier Performance will be required to establish and maintain relationships with both internal and external partners and through an in-depth understanding of the systems and service requirements, actively manage the setting and monitoring of performance and service levels. The key responsibility of the Manager Supplier Performance is governance across all areas of service delivery including service management, incident and change management and continual service improvement. Contract and service agreement management is also an aspect for which the Manager Supplier Performance has responsibility. The position is required to ensure that product, market, and strategic direction decisions are successfully translated into service solutions that are effectively managed from conceptual design through to productive implementation.
Job Specific Responsibilities
Act as primary interface between the German and Austrian branches of the FDE Ltd. UK Acquiring business and the internal and external systems and service providers
Take ownership of the service delivery contracts and agreements and the governance structures and processes
Manage and track performance and service delivery against specified SLAs and KPIs
Lead service and performance reviews and conduct reassessments of defined service and performance levels, making periodic adjustments as required
Conduct periodic reviews of contracts and agreements
Manage the delivery of operational and financial reporting
Ensure effective incident management processes are in place including status and resolution tracking
As growth dictates ensure that required service delivery management capacity is in place and as necessary recruit, train and manage additional resources
Candidate Requirements
Relevant university qualification
Minimum of 5-10 years experience in service delivery and vendor management in financial services industry
Strong interpersonal and communication skills (verbal,written and presentation) with solid examples of past interaction with senior level stakeholders
Highly motivated to succeed in a performance driven environment
Strong team player and proactive self starter that takes full ownership and responsibility for allocated areas
Exceptional ability to build strong relationships with key business partners (internal and external)
Effective planning, time management and organizational skills
Well developed problem solving skills and attention to detail
Proven ability to coordinate and manage projects across a multi-disciplinary and distributed landscape
Strong negotiation and contract management experience
Preferred Qualifications
Relevant university qualification
Minimum of 5-10 years experience in service delivery and vendor management in financial services industry
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