IT Vendor Performance & Service Delivery Lead

SAS - Scandinavian Airlines

Solna kommun

Hybrid

SEK 700,000 - 1,000,000

Full time

14 days+

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Benefits offered by this job

Travel perks

Health benefits

Employee discounts

Frösundavik office

Job summary

SAS - Scandinavian Airlines is seeking an Operational Vendor Manager to oversee strategic IT vendors and ensure service delivery aligns with contractual commitments across the SAS technology landscape.

You will manage performance through KPIs, lead service reviews, and collaborate with Service Owners, Procurement, and Contract Owners to drive continuous improvement and resilience in a multi-vendor environment.

Qualifications

Experience in IT Service Delivery within a complex enterprise environment.
Proven ability to manage supplier performance through KPIs, SLAs, governance forums, improvement plans, and stakeholder engagement.
Solid understanding of ITIL practices and how suppliers contribute to Incident, Problem, Change, and Service Level Management.
Commercial awareness and ability to interpret contracts and service commitments while focusing on operational outcomes.
Strong analytical skills and the ability to translate service data into meaningful insights and actions.
Strong communication, influencing, stakeholder management, and relationship-building skills.
Experience working with ServiceNow and multi-vendor or outsourced IT environments.

Responsibilities

Own the operational relationship with assigned strategic IT vendors and act as the primary Service Management contact for service delivery performance.
Translate SLAs, service commitments, and operational obligations into effective day-to-day governance and measurable outcomes.
Lead regular service reviews covering performance, incidents, risks, resilience, capacity, and improvement initiatives.
Monitor vendor KPIs, SLA performance, service credits, and improvement plans to drive accountability and service quality.
Challenge underperformance and ensure recovery plans, actions, and improvements are delivered and followed through.
Ensure vendors participate in Incident, Problem, Change, and Continuity Management processes.
Drive follow-up of Root Cause Analysis activities and recurring service issues to support long-term stability.
Identify operational risks and dependencies across the vendor landscape, escalating where appropriate.
Support Service Owners with performance insights and operational improvements.
Partner with Procurement and Contract Owners by providing operational performance data for sourcing, renewals, and commercial discussions.
Support onboarding new suppliers into SAS processes and governance frameworks.
Develop vendor performance reporting and dashboards using ServiceNow and other sources.
Drive continuous improvement by encouraging automation and resilience enhancements.