Manager of Procurement Service Management (IT Category)

at  The Este Lauder Companies

The Estée Lauder Companies attracts the most outstanding people from diverse industries and nurtures their talents. Whether they work in one of our stores, on a production line, at our corporate headquarters in New York City or in one of our affiliates worldwide, our employees take pride in their contributions to our success.
Do you want to work for one of the world’s largest luxury beauty brands?
Do you want to work for a company that delivers value to its customers on a daily basis?
Do you want to join a talented, multi-lingual and fun team?
We are looking for

REQUIREMENTS:

• 10+ years experience managing vendors in an outsourced environment focusing on Infrastructure support.
• Prior experience in Service Management within a Global Business Services Department, specifically within an IT function.
• Experience working with geographically dispersed team & customer base.
• Demonstrated ability to manage multiple vendor partners.
• Expertise in MS Excel, PowerPoint, Word, Service Now, PBI.
• Leadership, Analytical, and project management skills.
• Strong record of driving operational improvements to support business strategies.
• Knowledge of IT Infrastructure and Applications, ITIL best practices.
• Proven ability to work in collaboration with external service providers, building and developing effective service provider relationships.
• Deep knowledge of strategic sourcing methodology, category management, procure-to-pay processes and tools and supplier management.
• Knowledgeable in current practices, trends, and information; keeps abreast of industry and market trends for Vendor management and reporting; is aware of how strategies and tactics work in delivering value.

THE ROLE:

This key role will be the primary point of contact for ELC stakeholders & strategic partners, responsible for managing performance data and governance associated with 3rd party external expenditure. The position will gather data and report out the success of different IT partners while orchestrating the ecosystem of a complex multi-vendor environment. The role will focus on transparency of spend and performance as it works with stakeholders to make better procurement decisions going forward.
Qualifications

RESPONSIBILITIES:

• Represent ELC’s position as the customer. Vendor advocate for new business and innovation. Participate in vendor selections and negotiations with Legal and Indirect Procurement.
• Accountable for developing and maintaining effective relationships with strategic technology vendors, ensuring the goals and expectations of the relationship business case are maximized. This position is the principal liaison between vendors and internal groups, leading a matrixed team to ensure vendors meet or exceed service level agreements (SLAs) and align with IT and corporate goals.
• Serve as point of contact for a subset of strategic IT service partners.
• Ensure vendors meet or exceed contracted service measures and SLAs.
• Coordinate vendor activities to meet operational requirements and project needs.
• Monitor vendor performance using supplier management, contract management, financial management, and governance tools.
• Drive continuous improvement of the department.
• Develop and maintain various plans, including account management, service improvement, and commercial resolution.
• Develop and execute supplier governance packages: face off chart, meeting cadence, project portfolio, change management and best practice.
• Drive the dispute resolution process and enforce root cause analysis through process with operations teams.
• Communicate findings and improvements to the IT Leadership Team.
• Drive global and regional Business reviews.
• Manage stakeholder escalations, resolve issues and implement stakeholder engagement processes and cadences.
• Review and optimize daily operational processes and activities identifying ways to improve efficiencies and opportunities for automation.
• Design and maintain category and supplier-level reporting to senior executives and internal stakeholders.
• Manage vendor performance scorecards.
• Own the Voice of the customer (CSAT) program as it relates to IT vendor performance.
• Serve as trusted advisor to multi-functional stakeholder teams to design and implement specific strategic sourcing initiatives to meet business requirements and priorities.