Responsibilities
• Track and report service performance metrics, benchmarks, and targets for the service reviewed during Monthly Operations Reviews
• Use service performance metrics to plan and forecast, assess Continuous Improvement opportunities, and service gaps as an input for portfolio prioritization.
• Continuously improve the service quality of the delivery through data and root cause analysis, putting in place required action plans to address opportunity areas, and managing the execution of these plans by collaborating with the required global cross functional teams and outsourced service providers
• Protect Cisco from security risk by working in close partnership with Global Procurement Services Compliance team to ensure the right controls are incorporated into the process, and that these are documented, reported, audited and reviewed on a regular basis.
• Develop strong partnerships with global and regional business partners, such as HR, Finance, Sales, Services and Development in close alignment with Procurement Category Managers to ensure the services provided meet customer expectations
• Drives operational performance against the SLA of the C-Worker Program through partnership with the Managed Service Providers
• Resolves stakeholder issues and escalations together with PRMs and CSMs where applicable
• Manages policy and process compliance
• Identifies process improvements through the governance change management process
Preferred qualifications:
• Min 5 years of experience with outsourcing/offshoring including vendor management, vendor transitions, Statement of Work (SOW) development, contracting, changing pricing models.
• Skills in SCRUM and Agile methodologies
• Ability to Leverage multiple data points for simplification, optimization, analyze model outputs
• Excellent Business Relationship Management skills with demonstrated personal accountability and integrity, and an ability to build strong, productive relationships across the business.
• Ability to manage an operation under Global Methodology
• Experience working in global/multinational and cross functional teams
• Superb ability to consult, influence, and managing clients and client expectations.
• Strong leadership, organizational and stakeholder management skills, with ability to thrive as part of a global team.
• Strong oral/written communication skills in English.
We offer:
• Attractive Salary based on b2b contract
• Private Healthcare (Medicover) and MultiSport Card
• A flexible work schedule and a possibility to work remotely after the initial period of trainings
• Access to an e-learning platform
• Internal trainings, coaching and mentoring
• Possibility of changing position, department, gaining new knowledge and experience
• Healthy, comfortable and challenging environment
• Working in Cisco Office with Two cafeterias, Summer gardens, Outdoor Ping Pong table, Xbox games and board games in creativity rooms, Massage chairs, Table football and more
