Skills

Communication Negotiation Risk Mitigation supply chain management

Job Specifications

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
Skills & Certifications:
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

About the Company

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. CGS provides a broad range of ICT Services focusing on: Cloud, Data Centre operations, Networking, Cybersecurity, BI and Data Warehouse, Big Data, Service Desk, Proactive Monitoring, Operations and Support, Service Management, Project and Programme Management, and Professional Services. OTE Group: OTE Group is the largest technology provider in Greece. It is one of the top thre... Know more