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Lead Coordinator - Service Delivery
at GD Human Capital in Barcelona
Role Purpose: To assist in driving OffNet vendor performance by ensuring OLO supplier service level agreements (SLAs) across business areas are delivered, monitored and reviewed according to specifications.
To support any work with the functional business units in order to define and develop SLA requirements and monitoring.
To drive supplier performance review across the business areas to support the OLO Management improvement program and help define governance around the use of OLO suppliers.
Coordinate and ensure each country or region has an OffNet service improvement plan and strategic focus on preferred suppliers.
Support any project involving storage and retrieval of OLO supplier information and ensure accurate and professional maintenance of all Supplier records related to Contractual obligations.
Provide support on OffNet SLA benchmarking
Key Accountabilities:
OLO Performance Management governance
• Support management between the relevant functional units, BSS and OP & P department in order to define the OLO SLAs measurements required for each business unit necessary to support OLO supplier performance review.
• Build strong relationships with Stage Owners and BSS to ensure Off net Supplier Management Strategy is supported by system architecture that delivers business requirements.
• Work along side the reporting team to define and drive the development of reports required to manage end to end Off-net Service Delivery and Assurance performance.
• Support the Carrier Management through development and management of a single data repository to manage and transact OffNet contact information, contract terms and SLAs interfacing to CEOS and ITSM.
OLO Performance management reviews:
• Support the management of OLOs Service Improvement Plans (SIPs) through the Enhanced Service Review Model (ESRM) and engage with each business area to be involved in OLO service reviews.
• Support the drive on any internal OLO supplier Management reviews by developing, managing, and administering service management best practices across the business units:
• To troubleshoot OLO performance related issues and work with Carrier Management and the relevant business units to agree on an improvement program
• To support Penalty recovery activities to be driven by the Carrier Relationship Managers
• To feedback data and facts to support the governance around the use of specific OLO suppliers and general business strategy.
• Working with manager, ensure Smart Network Plans are delivered against deadlines and support cross functional actions within relevant departments.
Additional Responsibilities
Monitor, manage and control the current Supplier data and SLA repository. Ensure version control is in place and that documentation is updated and stored with access rights for the business units dealing with OLO suppliers
Career Level:
• Qualifying or recently qualified professional still gaining a higher skill level
Autonomy:
Way of working
Leadership
Decision Making
Managing Resources
• Fulfils own role largely independently with only key milestones, deliverables and decisions being reviewed
• Exercises little or no direct supervision but coaches and mentors others, providing guidance
• Makes decisions related to work area, impacting quality of own area’s output and service
• Manages resources related to small projects and manages costs related to own work and that of team
Influence:
Communications
Relationships
Negotiating
• Communicates fluently and presents complex, technical information to a variety of audiences
• Manages relationships effectively within own work area and may contribute to work of other areas
• Works to build consensus and sensitively influences customers and colleagues
Complexity:
Developing Solutions
Impact
• Applies standard techniques and systematic approach to solve day to day problems
• Actions impact a variety of colleagues and customers in the near to medium term
Business Knowledge and Skills:
• Ability to gather, screen and interpret a wide variety of detailed information yet remain focused on the ‘big picture’
• Execution management skills being able to plan, organise, resource, execute and deliver
• Excellent communication skills and relationship builder
• Proven analytical ability across internal and external business operations.
• Risk and issues management - solve problems by applying frameworks and communicates implications for the business
• Adept at working in a fast moving and multicultural environment.
• A strong team player who can work effectively with individuals at all levels, across functions and across a number of countries
• Takes the initiative and works independently; is self-motivated and energetic
• Commercial awareness and Customer focused
• Desirable to have intermediate to advance in Microsoft products, particularly Excel or Access
Role Requirements:
Experience:
• More than 2 years service performance experience ideally in the Telecommunications industry focused on Business Analysis, troubleshooting, SLA setting and Management
• Understanding of business processes related to Off-net based on customer lifecycle
Qualifications:
• Educated to undergraduate level or equivalent.
• Fluent in English (written and spoken), second European language desirable
To support any work with the functional business units in order to define and develop SLA requirements and monitoring.
To drive supplier performance review across the business areas to support the OLO Management improvement program and help define governance around the use of OLO suppliers.
Coordinate and ensure each country or region has an OffNet service improvement plan and strategic focus on preferred suppliers.
Support any project involving storage and retrieval of OLO supplier information and ensure accurate and professional maintenance of all Supplier records related to Contractual obligations.
Provide support on OffNet SLA benchmarking
Key Accountabilities:
OLO Performance Management governance
• Support management between the relevant functional units, BSS and OP & P department in order to define the OLO SLAs measurements required for each business unit necessary to support OLO supplier performance review.
• Build strong relationships with Stage Owners and BSS to ensure Off net Supplier Management Strategy is supported by system architecture that delivers business requirements.
• Work along side the reporting team to define and drive the development of reports required to manage end to end Off-net Service Delivery and Assurance performance.
• Support the Carrier Management through development and management of a single data repository to manage and transact OffNet contact information, contract terms and SLAs interfacing to CEOS and ITSM.
OLO Performance management reviews:
• Support the management of OLOs Service Improvement Plans (SIPs) through the Enhanced Service Review Model (ESRM) and engage with each business area to be involved in OLO service reviews.
• Support the drive on any internal OLO supplier Management reviews by developing, managing, and administering service management best practices across the business units:
• To troubleshoot OLO performance related issues and work with Carrier Management and the relevant business units to agree on an improvement program
• To support Penalty recovery activities to be driven by the Carrier Relationship Managers
• To feedback data and facts to support the governance around the use of specific OLO suppliers and general business strategy.
• Working with manager, ensure Smart Network Plans are delivered against deadlines and support cross functional actions within relevant departments.
Additional Responsibilities
Monitor, manage and control the current Supplier data and SLA repository. Ensure version control is in place and that documentation is updated and stored with access rights for the business units dealing with OLO suppliers
Career Level:
• Qualifying or recently qualified professional still gaining a higher skill level
Autonomy:
Way of working
Leadership
Decision Making
Managing Resources
• Fulfils own role largely independently with only key milestones, deliverables and decisions being reviewed
• Exercises little or no direct supervision but coaches and mentors others, providing guidance
• Makes decisions related to work area, impacting quality of own area’s output and service
• Manages resources related to small projects and manages costs related to own work and that of team
Influence:
Communications
Relationships
Negotiating
• Communicates fluently and presents complex, technical information to a variety of audiences
• Manages relationships effectively within own work area and may contribute to work of other areas
• Works to build consensus and sensitively influences customers and colleagues
Complexity:
Developing Solutions
Impact
• Applies standard techniques and systematic approach to solve day to day problems
• Actions impact a variety of colleagues and customers in the near to medium term
Business Knowledge and Skills:
• Ability to gather, screen and interpret a wide variety of detailed information yet remain focused on the ‘big picture’
• Execution management skills being able to plan, organise, resource, execute and deliver
• Excellent communication skills and relationship builder
• Proven analytical ability across internal and external business operations.
• Risk and issues management - solve problems by applying frameworks and communicates implications for the business
• Adept at working in a fast moving and multicultural environment.
• A strong team player who can work effectively with individuals at all levels, across functions and across a number of countries
• Takes the initiative and works independently; is self-motivated and energetic
• Commercial awareness and Customer focused
• Desirable to have intermediate to advance in Microsoft products, particularly Excel or Access
Role Requirements:
Experience:
• More than 2 years service performance experience ideally in the Telecommunications industry focused on Business Analysis, troubleshooting, SLA setting and Management
• Understanding of business processes related to Off-net based on customer lifecycle
Qualifications:
• Educated to undergraduate level or equivalent.
• Fluent in English (written and spoken), second European language desirable
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