Role Purpose
The Partner and Performance management team is responsible for delivering an effective and efficient Partner Management relationship underpinned by a strong Performance and Governance model to achieve best in class standards.
This role is responsible for managing Vodafone Qatar’s Tier 1 partner with respect to Contractual obligations, Performance Management of SLAs and to apply the Governance framework with rigour and control.
| Role requirements |
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| Key accountabilities |
Key activities / Decision areas |
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Performance Management
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- Ensure that the delivery of services by nominated Technology partners is measurable and that during the delivery phase that partner performance is accurately measured and reported.
- Be fully conversant with Partner SLA/KPI and where appropriate, measures are implemented to remedy any poor performance – including escalation / termination.
- Be fully conversant with the operational environment the Partner is working in, ensuring the SLA impact caused by Incidents or Changes orders is understood, followed up and communicated.
- Where SLA performance breaches agreed thresholds, role holder will initiate performance improvement action plans and ensure they are tracked and executed.
- Invoke service penalties for non-compliance with SLA targets or incentives / bonus payments where applicable.
- Make recommendations to Exec and supply chain for partner selection based on partner performance through performance scorecards.
- Internal satisfaction with the partner services and delivery - improvement of x% per annum against the agreed/established baseline.
- Targeted opex reduction for the partner - achieved through smarter process and management of costs.
- Management of performance scorecards. Measures will include Price, SLA performance, and customer satisfaction measures. Role holder will communicate results to stakeholders.
- Define how specific SLA’s will be calculated (use of TL9000 standard etc) and agree with supplier prior to contract execution.
- Maintain awareness of technology Programmes of work and their impact upon contracts under the performance management framework.
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Control Implementation & Review
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- Continuous improvement of internal controls and procedures in all areas of the business specifically focused on Financial Costs and Systems
- Regular review, use and testing of controls to minimise risk to the business
- Provide efficient and effective financial transaction processing
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Relationship & Governance
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- Work against an operationally robust governance model which simultaneously upholds business needs alongside operational delivery performance.
- Ensure that commercial and business risk is identified and proactively balanced, managed or mitigated to an appropriate level.
- Manage through to full resolution any major issues for the Partner, Internal Stakeholders and Group.
- Analyse customer satisfaction results to develop new approaches or issues resolutions which continue to generate positive customer feedback.
- Support Supply Chain Management from initial bids through to the go-live service transition, ensuring negotiations progress on a sound commercial with appropriate and necessary incentives that drive compliance and satisfaction.
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Group
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- Collaborate with Group to drive Partner management best practice forums and the Partner Management Centre of Excellence initiative.
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| Role Dimensions |
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| Key outputs / metrics |
People interfaces |
- Partner SLA/KPI performance (and Partner’s 3PP where necessary)
- SLA Ratification / Service Credits
- Escalation management
- Action improvement plans and tracking
- Governance process and control.
- Critical Risk summary and expected decisions
- Value add initiatives internally or through our partners.
- Customer Satisfaction correlation & analysis
- Opex budget control and management
- Progress against the roadmap to collaborate with Group and other OpCos.
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- Functional level: Technology, Finance, Supply Chain, CBU, Marketing.
- Leadership team and Executive team (CTO, CFO, CMO, CEO).
- Day to Day working level relationship holder with Partner.
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| Person specification |
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| Essential role related knowledge, technical skills, qualifications and experience |
- Practical experience of Managed Services Outsourcing and Operational environments.
- Understanding of mobile Telecommunications networks.
- Expert understanding of support agreements, service levels / KPI’s (establishing, benchmarking and managing)
- Commercial acumen, experience of leading complex service and commercial contract negotiations and mediation.
- Sound analytical and numerical skills. Ability to proactively convert data into business intelligence.
- Experience in account management or partner management (experience of working with strategic partners in large and complex engagements)
- Exceptional verbal and written communication skills with the ability to present and engage at Executive level.
- Excellent understanding of the business/financial drivers in large telecommunications companies and the mobile telephony market.
- Expert understanding of the methodology and philosophy underpinning Service Management (Incident & Problem, Change) (eTOM and ITIL)
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| The Vodafone Way behaviours required to be effective in the role (Customer Obsessed, Innovation Hungry, Ambitious & Competitive, One Company – Local Roots) |
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| List behaviours, description of what’s expected and scale (1-5) |
- Performing through People Level - 3
- Delivering Results Level - 3/4
- Managing a Changing Environment Level - 3
- Putting Customers First Level - 3
- Communicating for Impact Level - 3
- Making a Personal Difference Level - 3
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