Bridgestone Europe

EMEA Service Owner for Consumer, Retail and Web – Based in Zaventem, BE

Responsible for:
Service Quality
– Prime customer contact for all services-related enquiries and issues
– Service escalation point
– Define SLAs with the customer
– Define functional service requirements
– Manage the Functional service providers service delivery
– Identify opportunities for operational service improvements
– Management reporting

Service Transitions
– Service Management lifecycle
– Ensure successful  projects transition to operations
– Ensure appropriate support of projects after go-live
– Develop the required support models for new applications & services

Service design & evolution
– Develop Service evolution roadmap
– Service Level management
– IT Service Continuity
– Manage new demand of enhancements for the service.

Functional service delivery
– Manage Third party service providers: Operational service reviews, Monthly  reviews, Validate service is delivered as per contract, evaluate bonus malus, Manage  escalations, Manage the service delivery of integration activities and testing

Service Management RFC

End-to-End responsibility of a RFC for a Service Management contract of ~EUR 1,000,000 annually consisted of:

• Identifying the deficiencies of the current situation with 10 smaller Service Providers
• Defining requirements
• Writing RFC documentation
• Working with the Bridgestone Sourcing department to find candidate partners that meet the requirements
• Organizing workshops with these partners to clarify mutual questions.
• Reviewing offers and perform a downselect based on ~150 SMART quantifiable requirements
• Organizing Due Dilligence sessions with the downselected partners.
• Interviewing existing customers of the downselected partners to gather their experiences.
• Reviewing BAFO and work with the sourcing department for Legal verification and final contract negotiation.

Service Provider onboarding project (~EUR 280,000 – End 12/2016)

• Develop high level project plan
  • Critical tasks
  • Financial plan
  • Stakeholder Management
  • Risk Management
  • etc.
• Drive Project Initiation
• Day to day Project execution:
  • Documentation availability
  • Accesses and security requirements
  • Organizing trainings (technical, functional, processes, tooling) between new and incumbent suppliers.
  • Set up a knowledge library
  • Defining CSLRs and KPIs
  • Organizing Shadowing sessions
  • Organizing Reverse Shadowing sessions
  • Stabilization and CSI.