Description
FBS – Farmer Business Services is part of Farmers operations with the purpose of building a global approach to identifying, recruiting, hiring, and retaining top talent. We believe that the foundation of every successful business lies in having the right people with the right skills. That is where we come in—helping Farmers build a winning team that delivers consistent and sustainable results.
This role develops, manages and maintains client group SLAs with our IT vendors that assemble the MSLA components into appropriate customer facing services. Also produces regular reports to assess actual performance /availability of IT services against SLAs and reviews performance with key contacts.
Key Responsibilities:
- Develops and maintains customer facing SLAs regarding IT Services, working with various entities (Finance, Supplier, Business), as required
- Understands charging principles and explains detailed costs to the business throughput measures, produces reports to assess actual performance and availability of services against SLAs, and reviews results with key contacts
- Ensures the local SLA is kept up to date to meet changing requirements, understands the customer impact of new developments, and engages appropriate suppliers to meet the business needs
- Conducts surveys, analyses customer satisfaction results, and initiates appropriate improvement programs
- Understands any business variation in operational demand and engages appropriate suppliers to meet business needs
- Engages with Program Managers to understand the customer impact of new developments and makes changes to SLAs as appropriate
- Produces the Service Agreements between legal entities, working with Finance, Legal and suppliers
- Explains detailed charges/costs to the business and understands charging principles
- Understands and implements business throughput measures
- Mentors/coaches lower-level staff
Requirements:
- 4-6 years of experience in a similar role
- BS in Computer Science or similar
- Previous experience in Finance / Insurance / Healthcare / or Regulated industries (PLUS)
- Full English Fluency
- Experience in the IT Vendor in IT Role Area
- Internal Expense Report systems
Soft Skills:
- Planning and attention to detail
- Negotiation & Communication
- Influence and driving conversation
Technical Experience:
- Quickbase (Desirable)
- Power Apps (Desirable)
- MS Office
- Service Now (Desirable)
- Power BI (Desirable)
Benefits:
This position comes with a competitive compensation and benefits package.
- A competitive salary and performance-based bonuses.
- Comprehensive benefits package.
- Flexible work arrangements (remote and/or office-based).
- You will also enjoy a dynamic and inclusive work culture within a globally renowned group.
- Private Health Insurance.
- Paid Time Off.
- Training & Development opportunities in partnership with renowned companies.