Performance Lead


TX, Houston

Job type:



  • Monitoring of vendor performance in conjunction with all SLA's, OLA’s and contractual obligations
  • Coordinates with Vendor manager and Reporting manager to ensure proper reports are received from the Unify Support Vendor
  • Establish and maintain strong working relationships with Senior Sponsors, Department Heads and, Process Owners
  • Builds relationships with the various business partners and gathers requirements for reporting and coordinates with the Production manager and Report manager to incorporate business reporting needs and / or introduce any required SLAs that may needed to support any enhancement.
  • Create and maintain a Catalogue of Services
  • Design, map out, get buy-in for, and maintain the most appropriate SLM structure for the
  • organization
  • Establish and maintain a Service Review process; planning, organizing and facilitating recurring meetings
  • Negotiate, get buy-in for, design, and maintain SLAs with internal customers
  • Negotiate, get buy-in for, design and maintain OLAs with other IT support teams
  • Work with Change Managers to understand the SLM requirements for proposed new services
  • and changes
  • Liaises regularly with  service providers to review and improve performance against SLAs
  • Shares and exchanges information and knowledge readily and effectively
  • Attends Weekly Operational meetings with Unify Support Vendor


  • 5+ of demonstrated experience collaborating with both business constituents and technical resources in a field service environment
  • A proven track record of sustained and successful service improvement.
  • Experience of negotiating, developing and monitoring Service Level Agreements and Operating Level Agreements.
  • Experience of management support tools, such as project management software, performance management tools, tools and techniques for documenting processes and standards
  • Experience of the capture and use of metrics for service monitoring purposes
  • Experience of checking and reporting progress and compliance against an agreement or plan
  • Excellent verbal and communication skills
  • Excellent analytical and troubling shooting skills
  • Excellent customer service skills, including the ability to deal calmly, positively, and professionally in tense or elevated situations and with upset or frustrated customers
  • Excellent project management abilities, proficiency in computing, and direct working experience in service level management or senior project management.
  • Responsible and able to manage time effectively and work efficiently, both with and without direct supervision
  • Focus toward and understanding of the customer needs
  • Interpersonal Skills - specifically working with co-workers, customers, and management
  • Dependability -Accessibility -Leadership skills

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