Job Description:
• Manage financial risk associated with contract measurements to improve performance and emphasis the criticality of services
• Provide a conduit for customers to channel requirements in order to enhance or change measurements to keep pace with changing technology goals
• Verify performance against documented and aligned designs, execute financial credits accordingly
• Manage the process for application of service credits and/or penalties, and/or volume discounts
• Team currently manages 400+ Service Level Agreements across several critical suppliers and collect on average, $3m per year in Service Level credits
• Provide consultation on best practice regarding vendor performance standards to other organizations performance language in contracts, measurement designs, frameworks management activities
• Establish and maintain strong relationships with Technology vendor and internally sourced business partners
• Monitor vendor performance against evaluation criteria defined within contracts
• Monitor in sourced performance against evaluation criteria defined with internal business partners
• Lead the analysis of vendor and/or internal metrics and provide relevant reports to constituents (e.g., business users, vendor management peers, Technology leaders)
• Develop and deploy Customer Satisfaction surveys to internal technology partners
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Qualifications
• Requires relevant work experience in performance or contract management, procurement, and/or business analysis
• Requires supervisory / management experience
• Bachelor’s Degree in related field required; advanced degree preferred or equivalent relevant experience
• Strong consultative skills to understand, articulate and translate business needs into best-in-class commercial and contractual terms and strategic value
• Leads vendors and vendor management team to comply across different disciplines such as performance management, financial controls, compliance with AXP policies, local laws etc.
• Takes strong positions with vendors and where necessary establish industry leading trends with respect to commercial terms and vendor management practices which also implies willingness to understand industry trends in outsourcing and insourcing.
• Proven collaboration skills, along with the ability to influence without authority
• Demonstrated ability to work effectively with culturally diverse teams –strongly prefer specific experience with internationally-based vendors
• Strong financial and analytical capabilities
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