What are the responsibilities and job description for the Lead Analyst Service Level & Supplier Management position at SITA Switzerland Sarl?
Overview : WELCOME TO SITA
We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.
You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
Are you ready to love your job? The adventure begins right here, with you, at SITA.
ABOUT THE ROLE :
Own the operational performance, manage and enhance both the operational and commercial performance of the suppliers in line with SITA's strategy.
Be SITA's supplier interface in order to manage locally or centrally any changes in processes or metrics.
Design, negotiate and manage performance of supplier SLAs with the objective to limit SITA's exposure resulting from possible non-conformance to agreed customer commitments.
At SITA, we achieve more, together. Are you ready to join us?
WHAT YOU WILL DO :
- Identify and promote opportunities to continuously improve contractual relationships
- Ensure the execution of and participate in the contractual and operational reviews of the SITA governance model
- Perform gap analysis through suppliers' performance benchmarking and competitive analyses with objective to continuously improve operational and process performance
- Implement processes to collect business metrics for analyses
- Gather performance data requirements against agreed supplier service levels
- Prepare and distribute reports to internal and external stakeholders
- Manage and analyze internal and external feedback surveys to highlight trends areas of strength and weaknesses and ensure that this is given adequate visibility in SITA
- Provide statistical performance analyses either cross sectional or time series. These statistics are to demonstrate compliance with contracted SLA's but also to demonstrate productivity levels and to provide data for external benchmarks
- Act as corporate point of contact to support the SITA territory teams in their management of 3rd party suppliers with the objective to set the rules and framework for supplier management
- Drive service level improvements and monitor supplier performance trends in all operational areas in coordination with operational owners
- Define agree and implement continual service improvement plans with suppliers and SITA stakeholders to positively influence and improve the internal and external customer experience
- Ensure continual supplier engagement review identifying and driving opportunities to increase value and save cost
- Contribute to the design of standard customer SLAs for new services and create relevant customer SLA templates and design guides.
- Own the relationship with assigned suppliers
Qualifications : WHO YOU ARE
PROFESSION COMPETENCIES
CORE COMPETENCIES
WHAT WE OFFER
We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and / or persons with disabilities to apply and self-identify in the application process.
