(Cen) Manager Service Governance

hace 2 semanas

Monterrey, México CEMEX A tiempo completo

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).
- Contract management skills: Proficiency in managing contracts and service level agreements with outsourcing service providers, ensuring compliance and effective vendor management.
- Process design and optimization: Ability to design and optimize service processes, including service planning, design, operation, service level management, and support.
- Strong analytical and problem-solving skills: Capability to analyze service-related data, identify trends, and make data-driven decisions to enhance service performance and customer satisfaction.
- Strong interpersonal and negotiation skills: Effective communication, collaboration, and negotiation skills to engage with stakeholders, vendors, and service providers.

**Internal/External Relations**:

- CEMEX management and executives
- Outsourcing service providers
- Industry forums and conferences

**CEMEX Diversity and Inclusion Statement**:
At CEMEX, we recognize the diversity of the world in which we live and in which we do business. We respect diversity, we address the inclusion and non-discrimination of any talented person, regardless of gender, physical ability, age, sexual orientation, culture, ethnicity, religion, political affiliation, marital status, pregnancy / maternity / paternity and nationality. We promote a culture of equity for the construction of a sustainable business and the well-being and development of CEMEX employees.

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