Senior Vendor Manager

NCR Corporation; City of Westminster; On-site; GBP 70,000 - 100,000; Full time

Job summary

NCR Voyix Corporation seeks a Senior Vendor Manager to lead relationships with IT vendors and suppliers, ensuring service delivery aligns with SLAs, KPIs, and governance standards. You will coordinate cross-functional stakeholders and drive continuous improvement and risk mitigation across supplier networks.

The role emphasizes governance, performance reporting, and incident coordination, with a focus on strategic partnerships and service excellence in a global context.

Qualifications

• 5-10 years in IT Service Management or Supplier Management environments.
• Experience with SLAs, KPIs and vendor governance.
• Knowledge of information security frameworks and compliance.

Responsibilities

• Develop and maintain relationships with strategic IT vendors and service providers.
• Act as primary point of contact for supplier-related matters and governance.
• Monitor supplier performance against SLAs, OLAs, and KPIs and drive corrective actions.
• Support audits and compliance reviews and coordinate service reviews.

Skills

ITIL Service Mgmt

Vendor Management

Stakeholder Mgmt

Governance

Supplier Performance

Contract Management

KPIs & SLAs

Risk Management

Change Enablement

Communication

Education

ITIL Foundation v4/5

Prince2/Agile

Bachelor's Degree

Tools

ServiceNow ITSM

Excel

Job description

The Vendor Manager will be responsible for managing relationships with our customers third-party vendors and suppliers to ensure the effective delivery of IT services. The role focuses on supplier performance, service quality, risk mitigation, governance, and continual service improvement in alignment with ITIL best practices. The successful candidate will act as the primary liaison between internal stakeholders' external suppliers and the customer, ensuring contractual obligations, SLAs, KPIs, and business objectives are consistently achieved.,

• Develop and maintain strong working relationships with strategic IT vendors and service providers.
• Act as the primary point of contact for supplier-related matters.
• Facilitate regular supplier governance meetings and service reviews in collaboration with the customer.
• Promote collaborative partnerships to drive service excellence and innovation.

Supplier Performance Management

• Monitor supplier performance against agreed SLAs, OLAs, and KPIs.
• Produce and present supplier performance reports and scorecards.
• Identify performance issues and drive corrective action plans.
• Ensure continuous improvement initiatives are implemented and tracked.

Service Delivery Governance

• Contribute to Monthly Service/Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
• Ensure suppliers comply with organisational policies, standards, and governance frameworks.
• Monitor service quality and customer satisfaction levels.
• Support audits and compliance reviews.

Risk and Compliance Management

• Assess and manage supplier-related risks.
• Ensure suppliers adhere to security, data protection, and regulatory requirements.
• Develop mitigation and contingency plans for critical suppliers.
• Maintain supplier risk registers., Contribute to the Management of supplier escalations relating to service failures and major incidents.
• Facilitate and Coordinate supplier participation during service restoration activities as required.
• Ensure root cause analysis and corrective actions are completed.
• Track supplier accountability through service improvement plans.

Service Integration & Cross-Supplier Coordination

• Coordinate service delivery across multiple suppliers to ensure end-to-end service outcomes.
• Facilitate collaboration between vendors during incidents, changes, and service improvement initiatives.
• Manage cross-supplier dependencies and operational risks.
• Ensure no gaps exist in ownership, support models, and escalation paths.

Change Enablement Support

• Ensure supplier participation in Change Advisory Board (CAB) activities where required.
• Review supplier changes for operational and business impact.
• Monitor supplier's change success rates and trend analysis.
• Ensure supplier adherence to customer change management processes.

Stakeholder Management

• Build relationships with senior customer stakeholders and supplier executives.
• Present supplier performance, risks, and strategic initiatives to governance boards.
• Act as an escalation point for critical supplier issues.

Continual Service Improvement (CSI)

• Identify opportunities to improve service quality, efficiency, and value.
• Work with suppliers to implement innovation and automation initiatives.
• Measure and report on improvement outcomes.
• Contribute to IT service management maturity initiatives.

• 5-10 years' experience in IT Service Management, Service Delivery, Supplier Management, or Outsourcing environments
• Strong understanding of ITIL Service Management principles.
• Experience managing third-party vendors or outsourcing partners.
• Demonstrated experience managing SLAs, KPIs, and supplier performance.
• Experience conducting vendor governance and service review meetings.
• Strong stakeholder management and communication skills.
• Experience managing supplier-related risks and escalations.
• Analytical and reporting skills with experience using performance dashboards and metrics.
• Experience managing global or regional IT operations
• Experience managing executive-level supplier governance forums, ITIL Foundation v4/5 certification.
• Experience with ServiceNow ITSM platform.
• Knowledge of information security frameworks and compliance standards.
• Prince2, Agile, or Project Management qualifications.

Key Competencies

• Relationship Management
• Supplier Governance
• Leadership and Influencing
• Problem Solving
• Commercial Awareness
• Risk Management
• Customer Focus

Continuous Improvement

Strategic Thinking

Key Performance Indicators (KPIs)

• Supplier SLA attainment (%)
• Vendor contract compliance (%)
• Major incident resolution performance
• Service availability achievement
• Customer satisfaction scores (CSAT)
• Supplier risk reduction targets
• Cost optimisation savings achieved
• Completion of service improvement initiatives

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Suitable for professionals moving from:

• Service Delivery Manager
• IT Operations Manager
• Supplier Manager
• Vendor Relationship Manager
• IT Service Manager
• Outsourcing Manager
• Governance Manager