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Xcel Energy Performance and Service Level Lead - AMS Job in Minnesota

Location(s): MN - Minneapolis; CO - Denver

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A position at Xcel Energy could be just what you’re looking for.

Position Summary

The Performance and Service Level Manager is responsible for the performance of the services by the Supplier. A functional subject matter expert, as well as an expert in the analysis, interpretation and presentation of performance measures to enable senior leadership to understand process performance, report progress against targets (SLA’s), and proactively manage goal delivery in alignment with the performance expectations of the organization. The Performance and Service Level Manager utilizes operational performance data to characterize opportunities for improvement and works in partnership with senior leaders and operational groups to drive process optimization and efficiency. The Performance and Service Level Manager has responsibility for day to day analysis and reporting of all service metrics.

This role will interact closely with the Tower Leaders, the Contract Administrator, the Relationship Manager and Financial Analyst and reports to the Supplier Management Leader.

Essential Responsibilities

  • Service Lifecycle: Manage intake of process requests. Process requests in a timely manner and provide high service levels to customers. Track and report performance of the process. Provide reporting to leaders to ensure awareness of volume, efficiency, and ultimately value of the process.

  • Operations: Responsible for forecasting costs and providing expense variance explanations. Works with leaders and stakeholders to establish budget for needed costs, and continuously seek ways to reduce cost. Reviews and renews related contract/maintenance agreements in a timely manner. Monitors related contracts for compliance.

  • Relationship Management: Serves as the initial and ongoing contact with customers and vendors/providers on process initiation and any subsequent issues. Is the primary contact for compliance and audit reviews of the process. Works closely with other organizations as needed to support and continuously improve their respective processes and services.

  • Establish metric/performance reporting approach; track Supplier performance and ensure business viability of service levels. Add, change or delete existing service levels to maintain alignment with the market and with the business. Define and implement service level reporting for all new Statements of Work.

  • Conducts ongoing vendor performance monitoring and management. Carries out period-on-period analysis of service delivery on all three dimensions: cost, quality and time in order to assist with future sourcing strategies, capability estimation and financial planning and management.

  • Timely and accurate reporting on KPIs, trend analysis, etc. for governance meetings and functional area/enterprise analysis.

Minimum Requirements

  • Bachelor’s degree in Technology, Science, Business or related field, or 4 years of experience equivalent to the position.

  • Five years of related functional experience.

  • Strong written and verbal communication skills.

  • Strong interpersonal skills.

  • Demonstrated project, product or process management skills.

Preferred Qulaifications

  • Bachelor’s degree required (preference for quantitative majors: Economics, Business Statistics, Engineering, and QA/QC) with 6 years of relevant experience. MS/MBA candidates with 3 years relevant experience, or equivalent experience

  • Expert knowledge of pertinent statistical analysis and measurement techniques (including possibly ITIL, CMMi, or others relevant for the services), including the statistical process control approach used in Six Sigma.

  • Strong analytical ability – Excel, PowerPoint required, Access preferred

  • Track record of preparing and presenting key messages to senior leaders

  • Detailed knowledge of performance measures and the impact on organizational performance

  • Demonstrated excellent organizational skills.

  • Strong communication skills, effective with varying organizational levels and skill sets.

  • Strong Relationship Management and collaboration skills, with a track record of working as one team cross-organizationally to drive innovation and business results.

Xcel Energy is committed to the safety of its employees and customers, and promotes a Safety Always culture. Because of this, we strongly encourage all employees to be fully vaccinated against COVID-19; however, vaccination is not mandatory. After being hired, you will asked to report your vaccination status and dates of vaccination. This information will be maintained confidentially and disclosed only on a need-to-know basis. If you are not fully vaccinated or choose not to disclose your vaccination status you will be required to follow any health-and-safety rules applicable to unvaccinated employees.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.

Posting Notes: MN - Minneapolis || MN - Minneapolis; CO - Denver || United States (US) || Technology Services || 06358:IT-Shared Services || Full-Time || Non-Bargaining ||

The anticipated starting base pay for this position is: $77,000 to $109,666 per year

This position may also be eligible for the following benefits and/or pay components: Pay - Annual Incentive Program, Medical/Pharmacy Plan, Dental, Vision, Life Insurance, Dependent Care Reimbursement Account, Health Care Reimbursement Account, Health Savings Account (HSA) (if enrolled in eligible health plan), Limited-Purpose FSA (if enrolled in eligible health plan and HSA), Transportation Reimbursement Account, Short-term disability (STD), Long-term disability (LTD), Employee Assistance Program (EAP), Fitness Center Reimbursement (if enrolled in eligible health plan), Tuition reimbursement, Transit programs, Employee recognition program, Pension, 401(k) plan, Paid time off (PTO), Holidays, Personal holidays, Volunteer Paid Time Off (VPTO) (full-time employees only), Parental Leave

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Requisition Number: 48544

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at