Service Performance Lead

3 weeks ago

Malmesbury, United Kingdom Dyson Full time

**Summary**:
**Salary**:
Competitive

Team:
Information Technology

**Location**:
United Kingdom - Malmesbury Office

The Service Performance Lead will work directly with the Service Performance Manager and closely with the Head of Service Integration and Management, Service Managers, third party suppliers and Partners across the organisation to deliver and maintain world class production operations capability for Dyson. In this role you will work seamlessly with equivalent counterparts and vendor support teams to enable around the clock 24/7 support capability for Dyson IT services.

We're committed to our campus culture and don’t look to offer a regular hybrid working arrangement. This helps us to achieve the spirit of Dyson - collaboration, creativity, and inventiveness - in our inspiring, social, and dynamic workspaces.

**Your responsibilities will include**:

- Support the execution of the OCIO Vendor Management strategy for Dyson.
- Support the execution of the OCIO Vendor Management process in line with ITIL and industry standard best practices.
- Building strong and productive relationships with Vendors and 3rd Party Suppliers to build a culture of confidence across Business stakeholders in Vendors and 3rd Party Suppliers performance.
- Ensuring Vendors and 3rd Party Supplier resources across the service environment are correctly aligned and coordinated in respect to Business requirements and expectations.
- Identifying and supporting the management of key risks associated to Vendor Management processes and supporting the relevant service owner to resolve or mitigate accordingly.
- Continually identify opportunities for improvement to the Vendor Management processes through tooling, education etc.
- Gain an understanding of current vendor contracts and Service Level Agreements.
- Support the maintenance of a comprehensive vendor support Matrix across end-to-end IT service delivery.
- Gather metrics and data to support analysis of on key metrics e.g. Service SLAs, Service Improvements etc. to facilitate predicting and preventing negative impacts on the network.
- Preparing routine global service reports incorporating Vendors and 3rd Party Supplier performance, status and trends
- Supporting regular service and performance review meetings with Vendors and 3rd Party Suppliers and key stakeholders across business, regional and market stakeholders.
- Focusing Vendors and 3rd Party Suppliers on areas of service improvement - including but not limited to cost of service, process efficiency, quality of relationships
- Collaborating across IT Teams and business stakeholders to ensure clarity of understanding in respect to Vendors and 3rd Party Supplier service requirements trends and challenges.
- Contributing Vendors and 3rd Party Supplier requirements as necessary to projects, enhancements and operational changes.
- Aligning Vendors and 3rd Party Supplier service outage and maintenance windows with IT Operations and business stakeholders and ensure a clear communication plan with business stakeholders on Vendors and 3rd Party Supplier changes.
- Review and analyse service performance reports delivered by Vendors and 3rd Party Suppliers.
- Representing the position of Vendors and 3rd Party Supplier updates in IT and Business meetings and forums.
- Resolving Vendors and 3rd Party Supplier conflicts in respect to Incident and Problem prioritisation

**Essential Skills**:
You will need to be customer focused, organised, and confident, to have a sense of urgency and remain calm under pressure. You will need to deliver results using your own initiative and it is essential that you possess the following skills:

- Comprehensive understanding of key performance indicators and measures used to assess service quality across vendors and third-party suppliers.
- Outstanding data analytical skills with the ability to produce senior level reports on status, trends, and performance.
- Good interpersonal communication skills.
- Experience of supporting Service Operations, in large and complex IT environments.
- Ability to influence others and communicate with impact at senior levels across the organization.
- Knowledge of ITIL.
- Able to rationalize and analyse IT Service vendor and third-party related data and information.
- Awareness of industry best practice and modern tooling solution to support vendor and third-party management.

**Desirable Skills**:

- Experience of Service Now, Advanced Excel, Visio, SharePoint, Teams, Confluence, Jira.

**Benefits**:
Financial
- Performance related bonus scheme
- Competitive pension scheme
- Life assurance
- Discounts on Dyson machines and retail discounts
- Free bus travel to and from campus (from Bristol, Bath, Chippenham, and Swindon)

Lifestyle
- 27 days’ holiday (plus bank holidays)
- Free on-site lunches, fruit, and hot drinks
- Free on-site sports centre, gym, hair-salon, lifestyle assist (concierge)
- Electric vehicle salary sacrifice scheme
- Ability to purchase add

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