Senior Vendor Manager

NCR Voyix; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

NCR Voyix is seeking a Vendor Manager / Supplier Relationship Manager for its on-site team in West London. The role centers on managing relationships with third‑party vendors, ensuring contractual obligations, SLAs, KPIs, and governance support aligned with ITIL practices.

The successful candidate will serve as the primary liaison between internal stakeholders and suppliers, drive service improvements, and coordinate governance forums to ensure delivery excellence.

Qualifications

• 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.
• Experience managing global or regional IT operations

Responsibilities

• 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.
• 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.
• 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.
• 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 IT service management maturity initiatives.

Skills

IT Service Management

Supplier Management

Vendor Governance

Stakeholder Management

KPIs & SLAs

Service Continuity

Tools

ServiceNow ITSM

Job description

About NCR VOYIX

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.

About NCR VOYIX

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.

Vendor Manager (Supplier Relationship Manager) Job Description

• Job Title - Vendor Manager / Supplier Relationship Manager
• Location - On-Site, West London
• Reporting To - Executive Services Manager

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.

Vendor Relationship Management

• 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.

Incident and Escalation Management

• 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.

Essential

Required Skills & Experience

• 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

Desirable

• 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

Career Level

Manager / Senior Manager

Suitable for professionals moving from:

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

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes.

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”