Job Purpose and Impact
The Advisor , Managed Services will act as the primary governance lead for Managed Services engagements, ensuring contractual commitments, service performance, commercial obligations, and change activities are effectively governed. Drive continuous improvement, transparency, risk mitigation, and value realization across managed service partnerships.
Key Accountabilities
Managed Services Governance & Performance Management- Own overall performance and partnership management through an integrated governance model across contract, financial, and change management.
- Partner with CSSP, FP&A, DT&D, and supplier teams to operate governance cadences at operational and executive levels.
- Oversee supplier performance against SLAs, KPIs, XLAs, contractual commitments, milestones, and transformation roadmaps; drive corrective actions and SIPs through the governance forums
Commercial Governance, Financial Management & Pricing- Govern commercial commitments, contractual obligations, pricing constructs, budget utilization, forecasts, savings, and value realization.
- Validate invoices against contracts, pricing schedules, approved changes, service volumes, consumption data, and resource rates.
- Monitor commercial risks, COLA increases, financial exposures, penalties/credits, pricing inefficiencies, and optimization opportunities.
- Support benchmarking, renewals, pricing negotiations, and commercial impact assessments.
Change Management Governance & Invoice QA- Govern managed services changes through established CAB and approval processes, including review of scope, cost, risk, impact, and contractual alignment.
- Ensure documentation and approvals for changes, track implementation success and cumulative impacts on service performance and costs.
- Perform invoice QA before payment, identify billing discrepancies, track recurring issues, and drive root cause resolution.
Risk, Issue, Tool Enablement & Data Insights- Maintain centralized issue and risk registers; track remediation actions, mitigation plans, supplier dependencies, and delivery risks.
- Escalate critical operational, commercial, security, and compliance concerns; provide concise leadership risk summaries.
- Drive adoption of governance tools and platforms such as ServiceNow, Power BI, Power Automate, SAP/Ariba, Beeline, Jira, SharePoint, and CLM platforms.
- Improve governance dashboards, scorecards, automated reporting, data quality, workflow automation, and governance repositories.
Continuous Improvement & Value Realization- Identify opportunities to improve service quality, governance maturity, automation, process optimization, and commercial outcomes.
- Track contracted benefits, savings, efficiencies, and value realization; conduct lessons learned reviews and maturity assessments.
- Promote best practices consistently across managed services suppliers.
Qualifications
- Bachelor's degree in Information Technology, Engineering, Business, Finance, Supply Chain, or related field.
- 8+ years of experience in Supplier Governance, Vendor Management, Managed Services Governance, IT Service Management, Commercial Management, or Outsourcing Governance.
- Demonstrated experience managing supplier performance, governance forums, SLAs/KPIs, contract compliance, commercial obligations, and risk management activities.
- Experience with managed services engagements across Application, Infrastructure, End User, Cloud, or Digital Workplace services.
- Strong commercial and financial acumen with experience in invoice validation, pricing analysis, budgeting, forecasting, and value realization.
- Proficiency with governance and reporting tools such as ServiceNow, Power BI, SAP/Ariba, Jira, SharePoint, and workflow automation platforms.
- Excellent stakeholder management, communication, negotiation, and executive presentation skills.
- ITIL, SIAM, PMP, Lean Six Sigma, or Vendor Management certifications preferred.
- MBA or equivalent postgraduate qualification preferred.
