Service level management:

• Cover all activities needed to determine and guard the level of service (SLA) wished for
by the Business Process Lead. Activities includes metrics definition, reporting
consolidation and follow up for actions
• Give shape to the Business Process Lead-supplier relation, creating and guarding of
agreements between Business Process Lead and application services organization and
actualizing these agreements
• Cooperate with the Business Process Leads to determine the points in time at which the
services have to be delivered
• Supply necessary input to Contract & Quality Mgr in case of Contract Changes
• Change Management Process : Validate Impact of Changes in the SLAs and be
responsible for global alignment and implementation on W.E/BU and Country level

Application Service Delivery:

• Regulate and ensure the completion of requests and incidents by LogicaCMG
• Follow-up root cause analysis
• Track and monitor Application Services consumption and benchmarking execution
• Guarantee overall Service Delivery Performance from LogicaCMG according to the
agreed SLAs
• Follow-up Application documentation status
• Follow-up Expert User and End User Training Status
• Review operational information to define methods for enhancing performance

Financial Performance Management:

• Monitor, report status and benchmark of Application and Country Consumption Factors in
a monthly basis (# of incidents, # of change requests, etc) and predict possible increases
or scope changes for budgeting purposes.
• Monitor and report status and benchmark of Application and Country Cost Factors in a
monthly basis ($ per call, $ per user, etc) working closely together with Application
Financial Analyst

Change Management process:

• Supervise the proper execution of all organizational and technical activities prior to a
change implementation as prioritizing, sizing, impact analysis and deployment planning
(teams synchronization; incl. Other outsourcing partners)

Duties & Responsibilities

WITHIN THE BU/Country, aligned with W.Europe:
• Service Delivery by outsourcing partner(s) and 3rd party service providers according to
SLA
• Escalations to outsourcing partner(s) and 3rd party service providers
• Business alignment on Support & Small enhancements
• Communication to the business responsibles about SLA’s & escalations
• Budget of Application Services of BU/Country entities
• 3rd party cross charging
• Implement on WE level the global/corporate agreements
• 3Yr Plan, Budget exercise for Application Services WE/BU/Country
• AS representative within business systems projects
• Analyse reporting of outsourcing partners and initiate improvement activities.