Operations Supervisor- FLEX Evening Shift

4 weeks ago

Ontario, Canada Teradata Full time

Teradata is seeking a Global Lead, Vendor Operations Director who will lead the end to end vendor program for Teradata’s Field Services. You will utilize strategic thinking and analytical capabilities to ensure that vendors are meeting delivery standards and SLAs as defined. Through effective leadership, you will establish governance and continuous oversight for the vendor program and define, standardize and continuously innovate the delivery across suppliers, global locations and workflows. The ideal candidate will have knowledge of field service delivery operations and processes; and strong business sense and judgement with the ability to lead cross functional programs/projects, build new processes, drive continuous improvements and partner to implement technology to support new businesses, vendors and partners.
Execute a qualitative and quantitative global strategy for establishing standards by which to assess the performance of the vendor(s) and for ongoing improvement of field services delivery, mitigating operational risk and proactively identifying trends. Leverage metrics, analytics and statistics to make informed decisions and to create robust analyses.
Lead and facilitate innovative field services delivery global initiatives by developing a deep understanding of key business requirements and maximizing value from vendor partners
Manage ongoing and, forecast and identify opportunities to continually optimize cost for Teradata’s vendor program and agreements.
Lead global projects across internal cross-functional stakeholders and vendor partners relating to benchmarking quality, identifying thematic gaps and areas of improvement, introducing industry best practices and improving existing processes. Manage and own relationship with key vendor point of contact to ensure quality standards and contractual obligations are being met or exceeded. Establish vendor communication and change management strategy that drives transparency and alignment and drive vendor change management and reengineering activities including implementing new processes, systems, tools/technologies, metrics and improved organizational alignment
Accountable for coordinating the strategy and plan for Teradata related product and process training, course content and delivery for vendors to ensure vendor partners are prepared for supporting Teradata field services delivery expectations.
Domain Expertise: You have a strong working knowledge of field services delivery practices. This includes developing and standardizing delivery governance, frameworks and processes, using data and trend analysis, and identifying areas of improvement across new and existing vendor engagements.
Analytical Capabilities: You can leverage data and metrics that enable you to make informed decisions on a day-to-day basis. You are able to build the requirements for reports and dashboards that will be used to monitor and optimize vendor performance and validate numbers. You seamlessly present ideas and project proposals to all levels of the business. You research possible outcomes and proactively make recommendations to your stakeholders and oversee effective implementation internally and with the Vendor. You understand how to prioritize across multiple projects.
BA/BS degree in Business, Statistics, or Data Analytics preferred
8 – 10 + years of relevant working experience in customer support, field services and/or technology company
field services preferred. Experience with Quality Process Outsourcing, Lean Six Sigma, Kaizen or PMP
Prior vendor or operations management experience with expertise in evaluating performance of vendors, holding vendors accountable to SLAs, optimizing contracts through negotiations, and resolving reliability/dependency issues with vendor networks
Program management, communication, negotiating and influencing experience with a track record of achieving engagement from cross-functional partners and delivering results
Experience working in hi-tech, online or telecommunications industries
Ability to work regular business hours aligned to US time zone; We embrace a flexible work model because we trust our people to make decisions about how, when, and where they work. We are an anti-racist company because our dedication to Diversity, Equity, and Inclusion is more than a statement. It is a deep commitment to doing the work to foster an equitable environment that celebrates people for all of who they are.
That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.
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