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Regional Service Quality Analyst (Outsourcing Contract Management)

Published: Monday, 12 May 2008
Reports to: Regional Service Quality Manager – Server/Storage/Hosting (Enterprise Computing EC Tower)
Salary : 4-5K

Business Context and Main Purpose of the Job
  • Overall job responsibility is to support the EC Regional Service Quality Manager on the operation outsourcing contract and ensure billing is correct in accordance to the agreed term and condition with service providers.   
  • This role requires the candidate to focus on vendor management and act as a single contact for all the Enterprise Computing related contract matters.
  • This role is also responsible to commission or decommission any scope of services and ensure changes reflect correctly in the outsourcing contract via proper change management process.

Main Accountabilities
Primary Responsibilities:
  • Ensures that all regional EC related billing invoices correctly charged by service provider.
  • Works with service provider to resolve any misalignment costing based on original contract agreement.
  • Act as a regional escalation point if  country teams encountered any Major EC billing issue.
  • Escalate unresolved billing issue to regional SQM.
  • Works with regional finance team to ensure payment send out to service providers on time, so as to avoid Stop Delivery by service providers.
  • Review and feedback the financial performance reporting to regional SQM.
  • Ensures that the proper Purchase Orders are issued, if required for specific SRs, working with the NPI (procurement) organization to avoid unnecessary service delay issue.
  • Ensure any Commission or Decommission scope of services reflect correctly in the EC contract on time via proper change management process.
  • Tracks the performance of the Service Providers for incidents, problems, changes and SRs as per the SLA requirements outlined in the agreement, obtain Service Credits from service provider for major service outage or major SLA failure.
  • Review the EC contract with regional SQM in timely basic.

Other Responsibilities:

Act as the backup role if Service Management SQA is away:
  • Participates in the process of “critical issues” management working with the Service Providers and with the Regional Service Quality Manager. This would include maintaining a log of critical issues and ensuring this log is updated as appropriate.
  • Plays a co-ordination role in the implementation of any emergency plans (SRs) due to business disruption or loss of continuity of service from Service Providers.

Key Decision Responsibilities: NIL
Process Responsibilities
Participates, at the regional level, in the execution and support of the following processes:

  • Vendor Management
  • Invoice Verification
  • Inputs to Financial Performance Reporting – Supporting role
  • Change Management ( Contract )
  • Conflict Management ( Contract )
  • Budget Management – Supporting role
  • Service Performance Management
  • Business Requirements Identification and Liaison
Relevant experience
  • Some experience as either a customer or supplier of Enterprise Computing services so as to be an “intelligent customer”.
  • Experience with operations management of outsourcing and third party contracts is mandatory.
  • Project management experience is desirable

Competencies

  • Holding people accountable
  • Organisational awareness
  • Seizing the future
  • Strategic Influencing
  • Team commitment

 

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Country: Singapore
Employment Type: Full time
Salary: Open