Susanne Ossarek

- Contract Management - Performance Management / Service Level Management - Supplier Processe (Invoicing, On- and Offboarding, Service Level Management, Balanced Scorecard, Change Request)

Facilitates the integration of a supplier and coordinates activities that are shared with and among suppliers to secure a seamless delivery of IT. • Harmonizing of delivery of IT services (processes, tooling, roles, routines) • Monitoring and improving supplier integration • Consulting and change support

• Ensure that demands from the Business are captured in a defined, structured and controlled way • Translate the agreed demands into IT Services • Monitor that service levels are met and that action are taken on service level deviations • Analyse customer satisfaction results, initialize improvements and monitor that corrective actions are established and implemented • Ensure that the service level fulfilment is reported towards the Business

• Product consulting for hard- and software • Create and coordinate offer process • Quality check of project contracts and Service Level Agreements • Maintain and continual development of the Sales database • Manage service requests, incidents and complaints