Senior Lead Analyst, Supplier Governance & Performance Management

What you will do:

• Facilitate and maintain relationships between Suppliers, internal IT stakeholders and executive leadership.
• Ensure compliance to commitments, deliverables, obligations and SLA agreed to in contracts.
• Manage key supplier performance to ensure that value is derived and desired business outcomes are delivered satisfactorily
• Be responsible for executing the end-to-end Performance Management Framework to enable end-to-end SLA reporting for multiple providers and contracts.
• Define and maintain KPI’s and SLAs, monitor and report on service delivery against the agreed targets.
• Review, validate and approve Service Level Calculations and performance reports from suppliers including periodic earn backs for Critical Service Levels.
• Maintain and track status of all service issues from initiation through resolution. Types of issues include contract, invoice, service issues, and other issues that may arise in the relationship.
• Provide an avenue to capture and facilitate the resolution of issues in a consistent/structured way, encouraging issue resolution at the lowest levels of the organization, and escalation following a pre-defined path.
• Partner with Finance to confirm accurate monthly invoicing, including credits and earn backs due to performance misses.
• Conduct 360 Degree Relationship surveys to ensure satisfaction of service delivery and alignment of suppliers to Stryker roadmap.
• Run Monthly Service review meetings to review end to end supplier performance

What you will need:

• 8 - 10 years of experience in IT, Service Delivery, Contract mgmt. or Supplier Governance and performance management
• Perspective, Conflict Management, and Negotiating Skills are required. You must be able to look toward the broadest view of an issue to evaluate potential compliant solutions. Aim to find common ground and gain cooperation with stakeholders.
• Strong Customer Focus is required to define and meet the expectations of customers consuming our IT services.
• Strong collaboration and influencing skills are required. The successful candidate must have the ability to persuade and build consensus cross-functionally in a team-oriented fashion.
• Strong analytical & numeracy knowledge of all Microsoft Office packages and the ability to leverage reporting tools, e.g. Excel, Power BI etc