Senior Vendor Manager
NCR VOYIX
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Job summary
NCR Voyix in West London is seeking an experienced Vendor Manager/Supplier Relationship Manager to oversee IT vendor relationships and ensure delivery of IT services.
You will drive governance, manage SLAs/KPIs, mitigate risks, and coordinate cross-supplier delivery to achieve business outcomes, reporting to the Executive Services Manager.
The role requires strong stakeholder communication and ITIL-based practices with global/regional exposure.
Qualifications
- 5–10 years in ITSM, service delivery, or outsourcing.
- Strong ITIL understanding and vendor governance experience.
- Experience managing SLAs, KPIs, and supplier performance.
- Ability to lead governance meetings and stakeholder communications.
- Experience with cross-supplier service delivery and risk management.
Responsibilities
- Manage relationships with third-party vendors and suppliers to ensure IT service delivery.
- Lead governance meetings and service reviews with the customer.
- Monitor and report supplier performance against SLAs and KPIs.
- Identify risks and drive remediation actions.
- Coordinate cross-supplier activities for end-to-end service outcomes.
- Support audits and regulatory compliance initiatives.
- Escalate and manage supplier-related incidents and changes.
Skills
Tools
Job description
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.
Job Title - Vendor Manager / Supplier Relationship Manager
Location - On-Site, West London
Reporting To - Executive Services Manager
Role Overview
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.
- 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 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.
- 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.
- 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.
- 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.
- 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.
- Relationship Management
- Supplier Governance
- Leadership and Influencing
- Problem Solving
- Commercial Awareness
- Risk Management
- Customer Focus
- Continuous Improvement
- Strategic Thinking
- 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
- 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
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.
Help us run the world's top brands.
At NCR Voyix (http://www.ncr.com/), we specialize in turning routine transactions into meaningful connections. With a rich history (http://www.ncr.com/about/history) of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems.
We take pride in our strong culture (http://www.ncr.com/about) and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.
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