OpenAI6 дней назад
Support Vendor Manager
Зарплата не указана
РЫНОК
50 000 ₽медиана по профессии
IT Support / Helpdesk · 7 вакансий с указанной зарплатой
6 250половина предложений: 27 093–50 00065 000
Работодатель не указал зарплату — сравните с рынком сами.
Полная занятостьУдалёнка
Обязанности
- 01End-to-end vendor leadership: Own day-to-day oversight, relationship health, and executive-level accountability for multiple support vendors/BPOs
- 02Performance management & remediation: Define and manage SLA/KPI performance expectations, run WBRs/QBRs, identify performance gaps, and drive structured turnaround plans with clear owners and timelines
- 03Escalation and risk management: Serve as the primary escalation point for vendor issues, including incident response, surge events, quality regressions, and continuity risks; ensure vendors have strong operational controls and playbooks
- 04Commercial and operational governance: Partner on contract levers, staffing commitments, service scope changes, and operational cadences; ensure governance mechanisms produce measurable outcomes
- 05Workforce Management (WFM) operating model design: Establish the WFM approach across internal and BPO teams (forecasting, capacity planning, staffing assumptions, coverage standards)
- 06Stand up a consistent planning cadence tied to business drivers (weekly/monthly/quarterly) and ensure partners operate to it
- 07Operational reporting and executive narratives: Produce clear, decision-ready reporting on vendor health, capacity risk, and scaling constraints; translate operational signals into recommendations for leadership
Требования
- 015+ years in vendor/BPO operations management, support operations, or partner performance leadership in a scaled environment
- 02Proven ability to run vendor governance: QBRs, SLA/KPI design, escalation paths, remediation plans, and cross-functional stakeholder management
- 03Awareness of and some experience with workforce planning approaches—e.g., forecasting frameworks, capacity models, staffing strategies, and performance-to-plan systems across global, multi-site support operations
- 04Strong analytical and operational rigor: comfort working with data to define inputs/assumptions, evaluate tradeoffs, and drive outcomes
- 05Familiarity with support tooling and operational systems (e.g., Salesforce Service Cloud or similar), and comfort partnering with Systems/Tooling to implement scalable processes
- 06Exposure to WFM platforms and concepts (e.g., NICE, Assembled, Calabrio, Playvox, etc.)—with an emphasis on translating operational needs into platform requirements and governance
- 07Strong communication skills and executive presence: ability to align diverse stakeholders, negotiate priorities, and drive accountability across internal teams and external partners
- 08Comfort operating in fast-paced, ambiguous environments where you’re expected to build the structure, not just maintain the inherited ones