SLA Manager in IT

Nordea is a leading Nordic universal bank. We are helping out customers realise their dreams and aspirations - and we have done that for 200 years. We want to make a real difference for our customers and the communities where we operate - by being a strong and personal financial partner.

Job ID: 13781
Would you like to  ensure that Technology suppliers are providing maximum value to Nordea by delivering stable IT services withing agreed performance level and risk appetite? Then here is a great opportunity for you. We are looking for a SLA Manager/Supplier Performance Manager to join our Supplier Performance Management Function.
At Nordea, we know our customers’ needs are changing – and we’re deeply committed to meeting these requirements with our solutions. We’re creating an agile environment where we’re harnessing the power of technology – one where you can make an impact. So bring your skills, ideas and unique background.
About this opportunity
Welcome to Supplier Performance Management team! We add value by measuring and improving supplier performance and implementing various reporting solutions and governance around Nordea’s prioritized external suppliers.  
What you’ll be doing:
* Working with the external supplier(s) and Nordea’s reporting team to measure all the contractual SLA.
* Leading and conducting supplier periodic reviews on the contractual SLAs.
* Consolidating the SLA performance report and communicating to Nordea internal management reports.
* Identifying areas of improvement for supplier performance and driving the improvement actions.
* Revisiting existing SLAs to verify whether they are still relevant across the supplier management lifecycle.
* Working with the external supplier(s) and conducting root cause analysis for the SLA that are breached.
* Providing insight information to supplier performance management team on any anomalies related to SLA measurement.
* Performing any ad-hoc activities related to supplier SLAs during the supplier management lifecycle.
* Developing and maintaining long-standing relationships with Nordea’s suppliers and stakeholders.

This is a full-time permanent role in Stockholm office. 
What we offer
This is an opportunity for you to join a great international team on a mission to raise the output generated by Nordea and our suppliers. You will join an international team where people are the most important and work is not only a place to go! We take pride in what we do, prioritize a learning culture and strive to have fun in our daily work.  In our team we follow hybrid model of working. 
Who you are
Collaboration. Ownership. Passion. Courage. These are the values that guide us in Nordea being at our best – and that we imagine you to share with us. You’re collaborative, communicative, dependable, willing to speak up – even when it’s difficult – and committed to empowering others.
To succeed in this role, we believe that you:
* Are results driven, with analytical and problem solving skills.
* Actively seek information to understand circumstances, problems and expectations.
* Embrace change and remain open to idea offered by others.
* Are a team player capable of integrating and work well in a cross functional team.
* Build collaborative relationship.
* Are self-driven and can prioritize your work.
* Have strong communication and interpersonal skills.

Your experience and background:
* Have understanding of contractual SLAs and KPIs.
* Good at negotiating and decision making based on data/analysis.
* Experienced in managing stakeholders on all levels of the organization.
* Have ITIL Knowledge.
* Have experience and working knowledge in ITSM tools (preferred).
* Are familiar with IT Operations and Software development working model (preferred).
* Have previous experience in Supplier Management, Supplier Performance Management (preferred).

Does this sound like you? Then please apply!
Next steps
Please note that we will start interviews already before job opening closes, submit your application as soon as possible, no later than 20/03/2023. For more information, you’re welcome to contact Mihaela Tapu at Mihaela.tapu@nordea.com. 
At Nordea, we know that an inclusive workplace is a sustainable workplace. We deeply believe that our diverse backgrounds, experiences, characteristics and traits make us better at serving customers and communities. So please come as you are. 
For union information, please contact finansforbundet@nordea.se or SACONordea@nordea.com
Please be aware that any applications or CVs coming through email or direct messages will not be accepted or considered.