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About the Role

The Vendor Manager will manage relationships with third-party vendors and suppliers to ensure effective IT service delivery, focusing on performance, quality, risk mitigation, governance, and continuous improvement aligned with ITIL best practices. This role serves as the primary liaison between internal stakeholders, external suppliers, and the customer to achieve contractual obligations, SLAs, KPIs, and business objectives.

Responsibilities

Develop and maintain strong working relationships with strategic IT vendors and service providers.
Act as the primary point of contact for supplier-related matters.
Facilitate regular supplier governance meetings and service reviews.
Promote collaborative partnerships to drive service excellence and innovation.
Monitor supplier performance against agreed SLAs, OLAs, and KPIs.
Produce and present supplier performance reports and scorecards.
Identify performance issues and drive corrective action plans.
Ensure continuous improvement initiatives are implemented and tracked.
Contribute to Monthly Service/Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
Ensure suppliers comply with organizational policies, standards, and governance frameworks.
Monitor service quality and customer satisfaction levels.
Support audits and compliance reviews.
Assess and manage supplier-related risks.
Ensure suppliers adhere to security, data protection, and regulatory requirements.
Develop mitigation and contingency plans for critical suppliers.
Maintain supplier risk registers.
Contribute to the management of supplier escalations relating to service failures and major incidents.
Facilitate and coordinate supplier participation during service restoration activities.
Ensure root cause analysis and corrective actions are completed.
Track supplier accountability through service improvement plans.
Coordinate service delivery across multiple suppliers to ensure end-to-end service outcomes.
Facilitate collaboration between vendors during incidents, changes, and service improvement initiatives.
Manage cross-supplier dependencies and operational risks.
Ensure no gaps exist in ownership, support models, and escalation paths.
Ensure supplier participation in Change Advisory Board (CAB) activities.
Review supplier changes for operational and business impact.
Monitor supplier’s change success rates and trend analysis.
Ensure supplier adherence to customer change management processes.
Build relationships with senior customer stakeholders and supplier executives.
Present supplier performance, risks, and strategic initiatives to governance boards.
Act as an escalation point for critical supplier issues.
Identify opportunities to improve service quality, efficiency, and value.
Work with suppliers to implement innovation and automation initiatives.
Measure and report on improvement outcomes.
Contribute to IT service management maturity initiatives.

Requirements

5-10 years’ experience in IT Service Management, Service Delivery, Supplier Management, or Outsourcing environments.
Strong understanding of ITIL Service Management principles.
Experience managing third-party vendors or outsourcing partners.
Demonstrated experience managing SLAs, KPIs, and supplier performance.
Experience conducting vendor governance and service review meetings.
Strong stakeholder management and communication skills.
Experience managing supplier-related risks and escalations.
Analytical and reporting skills with experience using performance dashboards and metrics.
Experience managing global or regional IT operations.
Experience managing executive-level supplier governance forums.

Skills

Relationship Management
Supplier Governance
Leadership and Influencing
Problem Solving
Commercial Awareness
Risk Management
Customer Focus
Continuous Improvement
Strategic Thinking
ITIL Service Management principles
ServiceNow ITSM platform
Information security frameworks
Compliance standards
Prince2
Agile
Project Management

Location

On-Site, West London

Work Type

On-Site
Full-time

Experience Level

Manager / Senior Manager

Education Level

ITIL Foundation v4/5 certification
Prince2, Agile, or Project Management qualifications

About the Company

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining.
Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes.
NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Equal Opportunity

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity.
All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.
NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.
We believe in understanding and respecting differences among all people.
Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.