Strategic IT Vendor Operations Lead (Hybrid)

Scandinavian Airlines System Denmark -Norway-Swe; Solna kommun; On-site; SEK 900,000 - 1,200,000; Full time

Job summary

Scandinavian Airlines System SAS seeks an Operational Vendor Manager to govern strategic IT suppliers after contracts are in place. You will drive service performance, governance, and continuous improvement across a multi-vendor landscape, collaborating with Service Owners and Procurement to support sourcing and renewals.

You will translate contractual obligations into day-to-day governance, lead service reviews, and ensure issues are resolved with strong data-driven insights for operational

Qualifications

• Experience in IT Service Delivery within a complex enterprise environment.
• Proven ability to manage supplier performance through KPIs and SLAs.
• Solid understanding of ITIL practices and service management processes.
• Commercial awareness and contract interpretation with a focus on operational outcomes.
• Strong analytical skills and ability to translate data into insights.
• Excellent communication and stakeholder management across multiple teams and vendors.

Responsibilities

• Own the operational relationship with assigned strategic IT vendors and act as primary Service Management contact for delivery performance.
• Translate SLAs and obligations into daily governance and measurable outcomes.
• Lead regular service reviews covering performance, incidents, risks, resilience, capacity, and improvements.
• Monitor vendor KPIs, SLA performance, service credits, and improvement plans to drive accountability.
• Challenge underperformance and ensure recovery plans and improvements are delivered.
• Ensure vendors participate in Incident, Problem, Change, and Continuity Management processes.
• Drive Root Cause Analysis follow-ups for long-term service stability.
• Identify operational risks, dependencies, and capability gaps across the vendor landscape.
• Support Service Owners with performance insights and decision-making material.
• Partner with Procurement and Contract Owners on sourcing, renewals, and commercial discussions.
• Assist onboarding new suppliers into SAS processes and governance.

Skills

IT Service Delivery

Supplier Management

ITIL practices

KPI & SLAs

ServiceNow

Stakeholder Management

Contract Knowledge

Data Analytics

Communication & Influence

Tools

ServiceNow

Job description

Scandinavian Airlines System SAS seeks an Operational Vendor Manager to govern strategic IT suppliers after contracts are in place. You will drive service performance, governance, and continuous improvement across a multi-vendor landscape, collaborating with Service Owners and Procurement to support sourcing and renewals.

You will translate contractual obligations into day-to-day governance, lead service reviews, and ensure issues are resolved with strong data-driven insights for operational