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PCC Service Manager 

POSITION PURPOSE:

A Service Relationship manager includes understanding a provider's delivery commitments, resources and expertise. This also includes establishing the supplier relationship, performance monitoring and governance.

This role ensures the value is achieved as anticipated form the outsourced relationships under management and the overall services are delivered as expressed in the Statement of Work and related exhibits, service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Supplier are minimized. This role will monitor compliance of the Supplier against Service Level Agreements (SLA) and all other delivery commitments across all outsourced Services across various end to end and integrated platforms.

This role acts as contact point for internal IT and business stakeholders towards the providers for operational topics. This position is responsible for ensuring the highest level of service quality, closely partnering with Service Managers, Service Integration Manager, "ITIL Service Management" process owners and managers, and other stakeholders to guarantee compliance with strategy, policies and standards for the entire lifecycle of the services delivered. This roles works as an integral part of partner command center and works with various process owners and managers to ensure the delivery of services as per the commitments by the partners.

YOUR TASKS AND RESPONSIBILITIES:

• Liaison and custodian of the service providers. Establish and grow supplier relationships.
• Govern supplier performance and KPls aligned to strategic goals. Ensure that processes are followed by all stakeholders including Vendors, Third Parties, Suppliers, Customer representatives
• Enforces process adherence across all suppliers and escalating to appropriate managers and service owners when process standards are not met.
• Communicates strategic process changes to relevant parties. Organizes and chairs calls and meetings as required by service partners.
• Take ownership and accountability for services provided by the Service Providers. Monitors process performance metrics and Key Performance Indicators (KPls) & performance SLA's along with timely communication/process improvements/ escalation/ conflict resolution as needed
• Ensure all activities in IT environment are being performed under process control
• Defines and manages escalation matrix and Escalates, analyzes, and resolves service performance issues of the service partners
• Register and implement process improvements based on audit findings. Reviews opportunities and provides approval for process enhancements
• Act as internal point of escalation for any vendor dispute or misalignment
• Reviews Customer Satisfaction Survey information and takes appropriate action
• Good to have Contract Management Understanding/ tracking etc

WHO YOU ARE:

• University degree in business administration and/or informatics or similar education
• Extensive experience with setting up key performance indicators and operations planning
• Experience of working/ managing in multi vendor ecosystem
• Strong stakeholder management skills
• Knowledge and experience in process management for global environments
• Proven leadership, motivational and interpersonal skills as well as experience in managing governance in matrix organizations & multi partner eco- system
• Strong know-how in IT Service Management Processes and IT Operations procedures and tool architecture, ITIL certified
• Good experience on Service management tool (eg service now), analytical tools and good understanding of agile project management skills
• Profound Knowledge of information technology and/or infrastructure operations
• Strong communication skills, analytical, structural and strategic skills
• Deliver responsibilities with rational, expertise, accuracy, persistence, resilience, and creativity seeking to work both independently and collaboratively
• Profound English language skills and intercultural communication

Ever feel burnt out by bureaucracy? Us too. That's why we're changing the way we work- for higher productivity, faster innovation, and better results. We call it Dynamic Shared Ownership (DSO). Learn more about what DSO will mean for you in your new role here 
https://www.bayer.com/enfstrategyfstrategy 

Bayer does not charge any fees whatsoever for recruitment process. Please do not entertain such demand for payment by any individuals / entities in connection with recruitment with any Bayer Group entity(ies) worldwide under any pretext. 
Please don’t rely upon any unsolicited email from email addresses not ending with domain name “bayer.com” or job advertisements referring you to an email address that does not end with “bayer.com”. For checking the authenticity of such emails or advertisement you may approach us at HROP_INDIA@BAYER.COM.