Vendor Service Manager

Tectre Ltd
10 Oct 2018
15 Oct 2018
Contract Type
Full Time
Job No: Tectre1054

Title: Vendor Service Manager

Salary: £38000 - £54000

Role: Permanent

Location: Northampton

Job Details:

The vendor service manager should be an expert in the features, benefits and capabilities of the 3rd party vendor service that they manage, and understand how they meet the needs of current and future customers. Within the department this can span a number of services from operational print & mail services through to technology data providers.

The vendor service manager is also responsible for the performance and continual service improvement of the 3rd party vendor service / product and raising the awareness of these amongst our customers and stakeholders.

The Role

The role holder is responsible for managing one or more 3rd Party vendor’s service

• Service Performance - Drive performance of the supplier to ensure delivery of ‘best in class’ service, setting challenging but achievable targets aligned to agreed business requirements.

• Service Documentation – Ensuring service related documentation and information is managed and maintained such as service level agreements, service performance reporting, relationships etc.

• Service Improvement – Defining service improvement plans, supporting business cases for change and promoting best practice amongst the service offering

• Service Roadmap - Maintaining a clear view on the service strategy and technology roadmap, to support stakeholder planning, business modelling and user experience

• Risk Management – Identification and remediation of risks in relation to the service and associated products. Ensure all regulatory / industry requirements are clearly articulated and delivered.

• Financial Management – Managing the financial performance of the service including budget management and associated processes. Understanding the different cost aspects and influencing factors of the service, with a view to identifying and achieving cost savings or cost efficiencies for the organisation and our customers

Essential Skills

• Experience of working in a global organisation preferably spanning 3rd party vendor management, and/or technology automation and continuous improvement environment

• Experience of delivering service improvement / automation activities ensuring change can be delivered into service / supply without impacting stability

• Proven customer service/ liaison skills in dealing with clients and customers at all levels including difficult and demanding stakeholders.

• Able to quickly absorb and assimilate large amounts of technical and business information to identify the most appropriate course of action to ensure consistent quality

Desirable Skills

• Excellent facilitation, negotiating and influencing skills. Able to manage virtual teams of people to reach a consensus and capable of passing these skills on in a multi-cultural environment

• Able to keep up to date with general technology advances, in order to provide innovative ideas for Service Improvements. Ability to articulate and discuss technology issues with business and technology stakeholders

• Self-starter and ability to operate independently

• Commercial awareness and understanding of generating / delivering value from 3rd party outsourced arrangements

About The Employer

The bank is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in two home markets; the UK and the US. Their goal is to become the bank of choice by providing superior services to customers and clients and supporting their stakeholders via a commercially successful business that generates long-term sustainable returns.

Risk and Control Objective

All the bank’s colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Policies and Policy Standards.

How to Apply:

If you meet the above criteria for the … role, please respond to this with an up to date copy of your CV here If you have any problems during the application process, please call the office on (Apply online only). Our office hours are between 9am - 5pm Monday through to Friday. You may not hear from us straight away due to the level of applications we receive every day. We can only respond to applicants whose skills and qualifications are suitable for this position.

Tectre is a specialist IT Recruitment Company. We support our customer in their Positive Action Campaigns for Diversity. To find out more about us please see the Tectre website

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