Provider Manager (m/w/d)
Core
Managing provider relationships, service levels, and performance to ensure reliable service delivery for clients.
Role type
Senior Provider Manager
Builds
Service delivery and performance management for clients
Domain
IT Service Management / Managed Services
Deliverable
dashboards & analysis
Required skills
IT Service Management, SLA/KPI monitoring, contract lifecycle management, root cause analysis, stakeholder management, provider/sub-contractor management, performance reporting, optimization strategies
Preferred skills
ITIL processes, automation and digitalization solutions, modern IT infrastructure knowledge
Technologies
ITIL, SLA tools, KPI dashboards
Responsibilities
Monitor agreed Service Levels (SLAs) and KPIs; Coordinate performance agreements with customers and service owners; Analyze performance deviations and initiate improvement measures; Manage contract and performance lifecycle; Conduct service reviews and create reports; Identify optimization and cost-saving potentials; Manage escalations and root cause analyses; Build and maintain relationships with customers and service providers