Service Delivery and Vendor Manager

Overview

In this role you will own global IT support services and drive service excellence. You will manage outsourced helpdesk performance, align with senior stakeholders, and push continual improvement across locations. You’ll shape governance, reporting, and operational readiness for new services, delivering reliable end-user support. This is a chance to influence international IT operations and strengthen supplier accountability within a mature, global organisation.

Responsibilities

• Take ownership of outsourced global helpdesk performance against SLAs, KPIs and customer experience measures
• Lead supplier governance and service reviews, ensuring accountability and improvement plans
• Act as senior escalation point for service issues and major incidents
• Develop and deliver a structured service improvement roadmap including automation and knowledge management
• Establish service reporting, dashboards and performance metrics for senior leadership
• Build relationships across IT Operations, Infrastructure, Information Security, business stakeholders and external partners
• Ensure new technologies are operationally ready with proper support models, docs and training
• Identify operational risks and drive improvements in resilience, efficiency and customer satisfaction

Key requirements

• Experience managing outsourced IT support services in a complex, multi-site or international environment
• Proven ability to drive supplier performance and governance of outsourced providers
• Strong ITIL knowledge with practical application in operations
• Experience developing SLAs, KPIs, governance frameworks and continual service improvement programmes
• Ability to analyse service performance data and translate insights into improvements
• Excellent stakeholder management and communication, with capability to influence senior leaders and challenge suppliers
• Customer-focused, proactive approach with strong escalation and priority management
• ITIL 4 Foundation certification; ITIL 4 Managing Professional or Strategic Leader certification
• Lean Six Sigma certification would be advantageous

• Stakeholder management
• Effective communication
• Influencing and negotiation
• ITIL service management
• Service governance
• SLA/KPI development and governance

…