Service Delivery Manager with RPA
5 miesięcy temu
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:
Field of RPA .
UIPa .
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 Group's 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.
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