SLA Manager / Supplier Performance Manager

Nordea is a leading Nordic universal bank.

Job ID: 15437
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. 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.

Your future responsibilities
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.
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.
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
* Maintaining documents and reports repository related to supplier SLAs that can be provided as an audit evidence (If needed)
* 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
* Providing advisory and consultancy on SLA related initiatives during supplier management lifecycle
* Developing and maintaining long-standing relationships with Nordea’s suppliers and stakeholders

The role is based in Gdynia - Poland, or in Stockholm - Sweden. 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:
* Actively seek information to understand circumstances, problems and expectations
* Are a team player capable of integrating and work well in a cross functional team
* Are self-driven and can prioritize your work
* Have strong communication and interpersonal skills
* Have business and technical background (no coding skills needed)
* Have ITIL Knowledge
* Have experience and working knowledge in ITSM tools
* Are familiar with IT Operations and Software development working model
* Are excellent at negotiating and decision making skills based on data/analysis

Additional background and/or skillset, that are beneficial in this role:
* Understand details of contract SLA and compliance requirements
* Results driven mindset with analytical and problem solving skills
* Embrace change and remain open to idea offered by others
* Past experience building collaborative relationship within organization
* Have previous experience in a Supplier Management or Supplier Performance Management function (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 15/02/2023.
For more information, you’re welcome to contact Mihaela Tapu at Mihaela.tapu@nordea.com. This SLA Manager / Supplier Performance Manager position is only for Nordic/Poland residents, international relocation outside of Nordics/Poland is not possible.
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. 
Please be aware that any applications or CVs coming through email or direct messages will not be accepted or considered.
Only for Swedish candidates - For union information, please contact finansforbundet@nordea.se or SACONordea@nordea.com.
We reserve the right to reply only to selected applications.