A360 Performance Manager
Ibqbjb Cx · Amsterdam, Noord-Holland, Netherlands · hybrid
The A360 Performance Manager is responsible for the strategic leadership of the Service/Support Team ensuring contract management, delivery and execution of all Assurance A360 activities. The meeting of all agreed metrics and customer interactions linked to it.
KEY RESPONSIBILITIES (TASKS / DUTIES)
Operations
a) Work with the Field Service Manager & Service Operations Leader to develop and establish an operational plan to provide the path for the operational processes i.e. Applicable CRM and SAP.
b) Communication with the Customer in accordance with a contract specific Communications Plan (supported by Stakeholder Analysis and RASCI).
c) Support the Service team in resolving incidents and troubleshooting of problems (including an escalation process for the customer).
d) Review system performance metrics and plan / manage accordingly.
e) Oversee all major upgrades and migrations.
f) Work within Customer’s change management process.
g) Serve as approver of all significant change requests.
h) Include an operational risk / benefit assessment for all significant changes (including a Risk Management Plan).
i) Participate in all pre-outage planning meetings and support all On-Process Migrations.
j) Review and advise the site on all project activities affecting the control system
k) Ensure documentation is updated.
l) Support the Field Service Manager & Service Operations Leader in developing and communicating training needs that would improve system performance or reliability (including Training Needs Analysis, Training Plan and Competency Matrix for Honeywell & Customer team members).
m) Manage third party underpinning contracts to ensure cost effective, appropriate quality and timely performance.
Quality
a) Partner with the FSM to manage the close out of corrective actions (internal and external) by identifying the root causes and updating procedures to reflect improved ways of working.
REQUIRED SKILLS AND QUALIFICATIONS
- A Degree in engineering (Electrical, Mechanical, Automation, etc.) or relevant job experience preferred.
- 5-10 years in an industrial environment
- Demonstrated technical management and leadership abilities. (Conceptualize, develop, and execute)
- Finance – understanding of Profit & Loss statements.
- Experience in Service and Project Management methodologies.
- Excellent Communication skills – oral, written and presentation. (Dutch and English)
- Negotiation and conflict management skills.
We are an Equal Opportunity Employer that is committed to equal opportunities and values diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We ensure that reasonable accommodations are made for persons with disabilities to participate in the application or interview process, perform important professional functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.