Service Manager, Vendor Performance Framework

2 weeks ago


Bengaluru, Karnataka, India Haleon Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Job Description

Hello. Were Haleon. A new world-leading consumer health company. Shaped by all who join us. Together, were improving everyday health for billions of people. By growing and innovating our global portfolio of category-leading brands including Sensodyne, Panadol, Advil, Voltaren, Theraflu, Otrivin, and Centrum through a unique combination of deep human understanding and trusted science. Whats more, were achieving it in a company that were in control of. In an environment that were co-creating. And a culture thats uniquely ours. Care to join us. It isnt a question.

With category leading brands such as Sensodyne, Voltaren and Centrum, built on trusted science and human understanding, and combined with our passion, knowledge and expertise, were uniquely placed to do this and to grow a strong, successful business.

This is an exciting time to join us and help shape the future. Its an opportunity to be part of something special.

About the role
  • This role is to maintain Haleons Vendor Performance Framework (VPF) across Haleons managed service providers.
  • As Service Manager, VPF you will work with the Managed Service Providers to ensure all KPIs are reported accurately. All KPIs which arent performing have a valid justification and a corresponding remediation plan.
  • You will work with our managed service providers to generate the KPIs under VPF on a regular basis. You will prepare and drive improvement plans for KPIs that are not meeting the optimal standards.
  • You will work with our procurement teams to define strategic steps with partners especially in the area of demand management, participate in discussions around service credits.
  • Prepare & participate in monthly and quarterly reviews of service lines. Generate a 360 degree view of vendor performance across all areas of responsibilities.
Role Responsibilities
  • You will be responsible for delivery of all KPIs under VPF across all partners.
  • You will prepare remediation plans for all KPIs not meeting Haleon standards.
  • Drive improvement of the KPIs under VPF.
  • Drive critical areas such as innovation with managed service partners. The service manager will also be expected to understand each KPI across the services, the formula behind the KPIs, work with each Service Manager to understand the reasons for lag in KPI achievement, prepare plans for fixing the reasons behind KPIs delivery and run proper governance to remediate through a plan.
Basic Qualifications:
  • 6 years of experience in IT Infrastructure and Application Management.
  • Understanding of Application and Infrastructure SLA & KPIs.
  • Understand the demand management framework.
  • Understanding & knowledge of SOWs in the space of enterprise systems and infrastructure.
  • Strong 3rd party vendor management especially Managed Service Providers.
  • Excellent senior stakeholder management.
  • Excellent cross-functional planning and execution.
Preferred Qualifications:
  • Experience in building world-class service improvement plans, KPI improvements and driving excellence in partner performance.
  • Bachelor's degree in Computer Science, Mathematics, other relevant discipline or equivalent practical experience.

Care to join us. Find out what life at Haleon is really like

At Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone. We're striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives. We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

As you apply, we will ask you to share some personal information, which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.

Haleon is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, Haleon may be required to capture and report expenses Haleon incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure Haleons compliance to all federal and state US Transparency requirements.

Locations - Bengaluru Campus


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