IT Vendor Performance & Service Governance Lead

SAS Cargo Group A/S; Solna kommun; Hybrid; SEK 900,000 - 1,200,000; Full time

Benefits offered by this job

Travel Perks

Health & Wellness

Discounts

Work Environment

Convenient Commute

Job summary

SAS Cargo Group A/S is seeking an IT Operational Vendor Manager to oversee key IT vendors from a service-management perspective and drive governance and performance improvements from contract to delivery.

You will translate commitments into day-to-day governance, lead service reviews, monitor KPIs, and push for operational excellence across the supplier landscape in a 6-month probation, onsite with flexibility for remote work. Based in Solna with on-site collaboration.

Qualifications

• Experience in IT Service Delivery, Supplier Management, or Operational Vendor Management 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 the ability to interpret contracts and service commitments while maintaining a focus on operational outcomes.
• Strong analytical skills and the ability to translate service data into meaningful insights and actions.

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 plan to drive accountability and service quality.
• Challenge underperformance and ensure recovery plans, actions, and improvements are delivered and followed through.
• Ensure vendors actively 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 service stability.
• Identify operational risks, dependencies, and capability gaps across the vendor landscape, escalating where appropriate.
• Support Service Owners with performance insights, operational improvements, and decision-making material.
• Partner with Procurement and Contract Owners by providing operational performance data to support sourcing, renewals, and commercial discussions.
• Support onboarding new suppliers into SAS processes, governance frameworks, and ways of working.
• Develop vendor performance reporting and dashboards using ServiceNow and other relevant data sources.
• Drive continuous improvement by encouraging suppliers to contribute automation, resilience, efficiency, and service quality enhancements.

Skills

IT Service Delivery

Supplier Management

Operational Vendor Management

ITIL Practices

Stakeholder Engagement

Tools

ServiceNow

Job description

SAS Cargo Group A/S is seeking an IT Operational Vendor Manager to oversee key IT vendors from a service-management perspective and drive governance and performance improvements from contract to delivery.

You will translate commitments into day-to-day governance, lead service reviews, monitor KPIs, and push for operational excellence across the supplier landscape in a 6-month probation, onsite with flexibility for remote work. Based in Solna with on-site collaboration.