Job Description:
BDS Product Senior Analyst is responsible for service delivery and service excellence for Royal Canin customers at the European and rapidly growing markets. Day-to-day service delivery is achieved via vendor management, while Product Senior Analyst focuses more on IT strategy implementation, stakeholder relations management, and service excellence and continuous improvement.
Markets: Italy, IKA, UK, Benelux, CNE, Nordics, France, Izrael, Turkey, South Africa, Kazakhstan, ESE, DACH, Iberia, Ukraine.
IT, Math, Economics, Management, Engineering degree
Experience in Service Management and Vendor Management
Good skills in Stakeholder Management and Communications
Fluent English
Vendor Service Management
Accountable for service performance in region of accountability or family of applications in the
scope.
Establish reporting and governance in the area of
accountability.
Run regular service reviews to check the service health, define and implement improvement
actions when required.
Participate in and provide inputs for Regional/Global reviews.
Manage SoW, PO, invoices related to the service.
Build and develop relations with IBM Service Managers, BCF Leads and other service team
members.
Serve as an escalation point if IBM escalation path appears not to be enough.
Make sure partner employees have all the accounts/accesses needed to perform their job.
Manage partner accounts in Beeline.
Make sure functional and business process knowledge is documented, retained, and available for the team.
RC DT Relations Management
Manage relations with RC DT regional and function stakeholders relevant to the service area.
Engage RC DT community in Service Review and other service-related meetings, where their attendance is vital. Make sure the agenda of those meetings is mutually relevant.
Establish the business knowledge of the markets/functional areas in scope via partnering with RC DT community and though other sources.
Understand business roadmap and needs, get involved in discussions to see how BDS RC might support those needs.
Maintain knowledge of the service provided by BDS RC, including CIP, enhancements, projects, CV to be able to address concerns, questions, or ideas.
CSI, Innovation, Customer Experience
Initiate and drive ideas for service improvement, better customer experience, automation, and the like.
Analyze the tickets to uncover trends, gaps, automation opportunities.
Perform customer experience studies to get feedback and initiate improvements.
Get regular feedback from Service Managers and BCF Leads and drive service improvement initiatives.
Learn more about XLAs and incorporate those to service measures used in the area of responsibility. Use XLAs insights to drive service improvements.
Key User and BPL/FE Relations
Manage relations with BPL team, functional experts, and key users in the relevant to the service area.
Do study on key user communities, get feedback.
Create a KU community vision with BPL team/FEs and create an improvement plan.
Drive KU Community improvements in partnership with BPL team/FEs.
Build and develop relations with BPLs/FEs.
Transformation Programs
Participate/lead activities related to transformation programs like EOS, Digital Core, Shepard, and the like.
Stay connected to the news and information about transformation programs via communications, program SharePoints, networking.
Participate in the transformation activities in the area of responsibility or lead them for the application or market in scope.
Go via available learning materials relevant to transformation program activities or initiate learning conversations with LM to get the training needed.
Work with diverse and talented Associates, all guided by the Five Principles.
Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
Best-in-class learning and development support from day one, including access to our in-house Mars University.
An industry competitive salary and benefits package, including company bonus.
#LI-MB1 #TBDDT
Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.
