IT Service Manager, Vendor Performance Management

at  Valmet Inc

Are you the service-minded IT Service Manager we are looking for?
We are seeking a Service Manager for vendor performance management within our Service Management Office. In this role, you will interact and collaborate closely with 3rd party service providers, as well as with our internal Information Technology (IT) staff and business solution teams.
This role is an integral part of the Service Management Office (SMO) under End User Engagement Services of Valmet IT.
Areas of Responsibility

Vendor Performance and Quality Monitoring and Reporting

• Work with service owners, IT sourcing, and other stakeholders to define Valmet IT Vendor Management processes and governance methods.
• Continuously monitor service providers’ performance using key performance indicators such as on-time delivery, service quality, and adherence to all contractual service levels.
• Establish and monitor quality control processes to ensure the delivery of high-quality services.
• Support service managers and the sourcing team with vendor performance and value realization from outsourced services.
• Ensure vendor governance routines are defined and followed.

Financial Management and Contract Management Support

• Validate and review service providers’ invoices to ensure accuracy and adherence to supplier contracts and agreements.
• Handle vendor invoices and service credits.
• Service Transition and On-boarding Support
• Validate that changes to services are carried out in a coordinated way by service providers.
• Support internal stakeholders on service transition and on-boarding, ensuring operational readiness.
• Maintain close cooperation with Service Integration and Management (SIAM) to ensure a smooth transition of services into operational mode.

Continuous Improvement

• Collaborate with suppliers and internal stakeholders to improve processes, quality standards, and capabilities, benefiting both parties.
• Continuously seek ways to enhance vendor management processes and relationships for increased efficiency and effectiveness.

Basic Requirements of the Position

• ServiceNow ITSM knowledge
• M.Sc./B.Sc. level degree in Computer Science or another applicable field
• Experience in service reporting and service data analysis
• 5+ years of industry experience
• Proven capabilities in ITIL-based IT Service Management processes
• Understanding of ITSM-based service levels and KPIs
• Awareness of IT service contract elements and structures
• SIAM or ITIL certification is an advantage
• Prior experience in IT vendors and contract management is an advantage

Competencies and Skills Required for the Position

• Good social skills and the ability to cooperate with a large number of stakeholders
• Ability to operate independently and deliver results
• Fluent written and spoken English, essential in Valmet’s international working environment
• Ability to work effectively in a high-pressure environment

We Offer
This role offers you a career opportunity with vast potential for impact, working in a global area. You will be part of a community characterized by engagement and ambition to drive our business forward.
Enjoy comprehensive benefits, cutting-edge tools, and continuous learning opportunities. Achieve a healthy work-life balance with flexible hours and remote options. Join us for a career where your skills thrive and your well-being matters.
Want to Know More?
The location for the position can be Tampere, Jyväskylä, or Järvenpää. Join our team and send your application with your CV via the link provided by June 7th.
For more information, please contact:
Ari Luttinen, IT Service Manager, Service Management Office
Email: ari.luttinen@valmet.com
Tel: +358 (40) 5259037
We encourage our employees to a healthier lifestyle by being a Smoke-free Workplace.
When everything works together
Valmet is where the best talent from a wide variety of backgrounds comes together. With over 19,000 professionals around the world, we are the leading global developer and supplier of technologies, automation and services for the pulp, paper and energy industries, and serve an even wider base of process industries with our automation systems and flow control solutions. Our commitment to moving our customers’ performance forward requires creativity, technological innovations, service know-how – and above all, teamwork.
Join the team! www.valmet.com/careers

Please refer the Job description for details