.The Service Governance Manager fosters effective service delivery within GES.
Coordinates the development of the sourcing strategy and service catalog, as well as implement service management practices across the organization.
Is responsible of governing the service lifecycle, including planning, design, operation, service level management, and support.
Ensures the definition, implementation, measurement and evolution of Service Level Agreements in the GES Service Catalog for both retained and outsourced services.
Additionally, manages the contract, performance, and governance processes for outsourced services.
Acting as the main liaison, oversees relationships with outsourcing service providers from a vendor management perspective.
**Main Responsibilities**:- Coordinate the definition of the sourcing strategy and service catalog necessary for delivering the GES service offering.- Implement service management discipline across GES, both for the retained organization and extended organization.- Manage the lifecycle of service definition, including planning, design, operation, service level management, and support for all GES services, as well as the contract, performance, and governance process for outsourced services.- Act as the main liaison between CEMEX and outsourcing service providers from a vendor management perspective.
**Position Challenges**:- Vendor management and outsourcing challenges: Managing relationships with outsourcing service providers, ensuring service level agreements are met, and overseeing the performance of outsourced services can be a significant challenge.- Service portfolio management: mobilizing the service stakeholders for balancing the service portfolio to meet evolving business needs, effectively retiring or introducing new services, and optimizing service offerings can be challenging.
Continually assessing the service catalog's relevance and value is crucial.- Ensuring service quality and customer satisfaction: Defining and measuring service level agreements, monitoring service performance, and addressing customer feedback and complaints are ongoing challenges.
Maintaining service quality and customer satisfaction is paramount.- Coordinating service operations across different teams and departments: Service operations often involve multiple teams and departments.
Ensuring seamless coordination, collaboration, and communication across these areas can be challenging.- Navigating regulatory and compliance requirements: Adhering to regulatory frameworks, compliance standards, and contractual obligations related to service delivery.
Engaging internal and external stakeholders for staying updated on changing regulations and ensuring compliance throughout the service lifecycle is crucial.
**Qualifications**:- Service management expertise: Strong knowledge of service management frameworks, methodologies, and best practices, such as ITIL (Information Technology Infrastructure Library)