Service Contract Performance Manager

COSMOTE Global Solutions, as a member of OTE Group of Companies, is an ICT Systems Integrator delivering a broad range of ICT Solutions and Services.

As a Service Contract Performance Manager, your key responsibilities will include:

• Manage Service Contracts: Oversee the performance and compliance of service contracts with internal and external stakeholders. Ensure that service delivery aligns with agreed-upon terms, quality standards, and timelines.
• Monitor Service Delivery: Continuously monitor the performance of service providers and contract execution, identifying areas for improvement and taking corrective action when necessary.
• Reporting & Documentation: Prepare and deliver regular reports on contract performance, service level agreements (SLAs), and key performance indicators (KPIs) to senior management and stakeholders.
• Collaboration with Internal Teams: Liaise with procurement, legal, and technical teams to ensure that contractual obligations are clearly defined and met.
• Negotiation & Renewals: Assist in negotiating contract terms, extensions, or renewals, ensuring that they are in line with business objectives and industry standards.
• Risk & Issue Management: Proactively identify and manage risks, issues, and conflicts that may affect contract performance. Propose solutions to mitigate any disruptions to service delivery.
• Continuous Improvement: Develop and implement strategies for improving service delivery, customer satisfaction, and the overall performance of contracted services.
• Vendor Relationship Management: Build and maintain positive relationships with key vendors and service providers to promote effective collaboration and service improvement.

Requirements

• Education: Bachelor’s or Master’s Degree in Business Administration, Supply Chain Management, or related field.
• Experience:

• 7+ years of experience in service contract management, vendor management, or performance management, preferably in a technology or IT services environment.
• Proven experience in managing multiple service contracts simultaneously and driving improvements in service delivery.

• Strong understanding of service level agreements (SLAs), KPIs, and contract performance metrics.
• Experience with contract negotiation, vendor management, and risk mitigation strategies.
• Familiarity with ITIL or similar frameworks for service management.
• Excellent communication and interpersonal skills to manage relationships with vendors and stakeholders.
• Proficient in MS Office Suite and contract management software.