The person should have good with Sales and Supply application knowledge Participate in managing the overall service quality, service availability and operational capability in conjunction with all of the relevant processes and controls Be the Service Management Focal for Frontline Sales & Supply Portfolio and work in partnership and collaborate with peers, colleagues and business partners to maintain a high quality of services Responsible for working with the Business Stakeholders and Business Relationship Managers (BRMs) to understand requirements for service improvement and working with vendors regarding the implementation Operate horizontally to Service Delivery team (Service Desk, Application, and Infra Support) crossing multiple ITIL aligned service disciplines supporting service escalations Responsible for driving continuous improvement across key support processes, support groups and vendors Participate in the governance of support groups and vendors to fulfill their respective responsibilities and deliverables within agreed service targets and contractual commitments Responsible for vendor escalations and actions in respect of service quality Responsible for obtaining reliable and frequent reporting from the vendor to review the effectiveness of processes and communications onwards to other teams Responsible for ensuring the availability of IT Services in line with agreed availability targets Produce various reports relevant to the role and drive Monthly Service Reviews with the business stakeholders and BRMs Responsible for active participation in key IT support processes such as Incident Management, Problem Management, and Change Management, etc. Key Challenges: This role will need to quickly establish an understanding of the current landscape and the road map to achieve the desired future state. Running the services supported by multiple 3rd party vendor brings its own challenges; the adequate Service Integration and Management is highly required to address the challenges and this role is required to lead the service portfolios towards excellence that is fit for use (for users) and fit for purpose (for stakeholders) Desired Candidate Profile Have excellent communication and presentation skills at all levels with the ability to convey complex information Excellent in Stakeholder Management (both business and vendors), including conflict management and expectation setting Ability to prioritize multiple support issues, manage and set expectations to key stakeholders Have a comprehensive understanding of the key elements and processes relating to services A proven track record of integrating service delivery across the vendors by implementing SIAM framework Exceptional customer relationship management skills and ability to create a culture of customer centricity within the organization Ability to effectively interact with all internal stakeholders involved in providing service to the customers at all levels in the organization Ability to develop and implement process improvement, crossing team and organizational boundaries Must be a self-starter, proactive and highly organized. Proven ability to achieve results through effective management of technical expertise. Good understanding of the IT Service Management Toolsets Excellent problem solving and decision-making skills Ability to work effectively under pressure A practical and logical approach to problem management Change management experience and ability to manage the introduction of IT Services Experienced in the successful management of Major incidents Previous experience of working with near and far shore support teams Excellent stakeholder and people management skills including mentoring, coaching and identifying development areas of vendor resources Minimum Experience required is 8 years (required) ITIL V4 OR ITIL V3 Intermediate OR above (required) SIAM Certification and/or equivalent Service Integration Methodology (desirable) Agile Methodology OR PMP Certification (desirable) Lean / six sigma experience (desirable)