Service Delivery Manager with RPA (UIPath)

🌍Location: Cracow – 3 days from the office.

📑Assignment type: B2B.

⏰Start date for assignment: ASAP.

⏳Duration of assignment: 12 months + extensions.

📕Language: English.

💻Workload: Full-time.

Need to know:

• Field of RPA.
• UIPa.

Supplier relationship:

• Main point of contact for the service provider or external FTEs responsible for application maintenance.
• Description of services in the case of a call for tenders, formalization of QAPs and Service Agreements, in accordance with the processes and operating modes defined in the operations.
• Compliance with the defined service or FTEs contract.
• Compliance with the quality and delivery of services provided and expected from suppliers, in accordance with the standards and norms defined in operations:
• Support and corrective maintenance,
• Administration and Supervision (including the management and tracking of license consumption and usage),
• Evolutive maintenance.
• Compliance with the SLAs and KPIs defined in the contract
• Creation and analysis of KPI and SLA dashboards related to services provided by the supplier.
• Verification of the proper use compliance of group tools, in accordance with the standards and norms defined in operations.
• Preparation, participation, or animation of the various committees outlined in the contract, and participation in operational committees when necessary.
• Follow-up and optimization of the budget related to supplier services
• Regular verification of process and service effectiveness, identification of areas for improvement, and implementation of action plans
• Coordination with operational managers to ensure the availability of necessary resources for the suppliers to deliver services in compliance with the concept of support chain and end-to-end services
• Compliance with the transition processes between the project and the run for all services.

Delivery follow-up:

• Definition of operational thresholds to be met by the supplier in line with the Group's business needs.
• Coordination and operational intervention with the service provider(s) for:
• Critical incidents,
• Urgent changes.
• Participation and animation of operational committees for demand and change management.
• Challenging and Validation of the workday estimates proposed by the provider for incident fixes and enhancements.
• Management, validation, and updating of documentation, ensuring that documentation remains company property.
• Monthly pickings to check the operational implementation of the processes defined in the contracts (in coordination with supplier relationship management).
• Implementation of improvement plans (in coordination with supplier management teams) to address potential issues in service delivery.