Expert Service Level & Supplier Mgmt
Czech Republic
před 7 dny


The VMO (vendor management office) team in Prague is looking for a new regional supplier manager, looking after suppliers within Europe and Africa.

Due to 2 positions opening and a recent promotion, we are looking for a new colleague whose responsibility will be to own, manage and enhance the operational and commercial performance of the suppliers in line with SITA's strategy.

The aim is to be SITA's supplier interface in order to manage locally or centrally any changes in processes or metrics etc.

This will include support in organizing any SITA specific training, to design, negotiate, and manage performance of supplier SLAs.

Another core focus is to limit SITA's exposure resulting from possible non-conformance to agreed customer commitments.


  • Own the relationship with assigned suppliers;
  • Support the Purchasing department with sourcing and contracting activities
  • Identify and promote opportunities to continuously improve contractual relationships
  • 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 with objective to continuously improve operational and process performance
  • Implement processes to collect business metrics for analyses
  • 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 and ensure that this is given adequate visibility in SITA
  • Provide statistical performance analyses either cross sectional or time series. These statistics are to demonstrate compliance with contracted SLA's but also to demonstrate productivity levels and to provide data for external benchmarks
  • Act as corporate point of contact to support the SITA territory teams in their management of 3rd party suppliers with the objective 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
  • 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
  • Contribute to the corporate Supplier strategy to support SITA vision.
  • Own the relationship with assigned suppliers


    Experience of working in the Airport / Airline / Telecom industry

  • 5-8 years experience in customer service preferably in a global organization and service provider environment
  • 5-8 years experience in supplier management or similar function
  • 5-8 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 negotiating & managing contractual relationships with service suppliers
  • Experience in developing and implementing processes for specifying tendering and selecting suppliers
  • Experience in project management

    Service Management Processes with particular emphasis on Service Level and Supplier Management

  • Knowledge of Procurement Processes
  • Knowledge of ITIL and Service Management practices and procedures
  • Competent in Microsoft Office products messaging on-line purchasing web-conferencing systems
  • Knowledge of Six Sigma is an asset
  • Knowledge in managing third party (IS) resources
  • Knowledge of a wide range of technologies and services
  • Business Acumen
  • Financial Acumen
  • Methods and Tools
  • Project Management
  • Quality Orientation
  • Results Orientation
  • Supplier Relationship Management

    Bachelor Degree or relevant work experience

  • ITIL Foundation Certificate
  • Job Posting

    Sep 11, 2018, 4 : 54 : 55 AM

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