Vendor Manager
London - Howick Place

Job Reference: LHP-TEC-07570

Location: London - Howick Place

Closing Date: 05/11/2019

Department: Technology

Division: Global Support

Purpose of Role

  • To drive the operational service outcomes provided by vendors and service partners across the integrated supply chain, ensuring that they meet agreed service requirements and contractual obligations.

Key Accountabilities

  1. Ensure that operational service delivery and service support meets agreed customer requirements. Identify and manage service delivery risks and issues.
    • Understand the required service outcomes and monitor service performance across the integrated supply chain
    • Maintain day to day operational contact with vendors and service partners on service aspects of the contract
  2. Govern the Service Reviews with key service partners
    • Chair monthly Service Performance Reviews across supply chain as allocated
    • Assure Suppliers remain in line with contractual obligations
    • Capture CSI initiatives to improve service performance and ensure these are fed into the CSI process
  3. Develop and maintain knowledge of the service provided e.g. contractual obligations, key contacts, and service components. Ensure effective knowledge management and knowledge retention at operational process / service level.
  4. Support the implementation of service improvements. Raising requests for change and working with Suppliers to design and deliver changes.
  5. Maximise the value of Suppliers to the integrated supply chain:
    • Input to contract negotiations and definition of outcome based contracting and/or SLAs and OLAs relating to the service.
    • Support contract review to ensure adherence to organisational standards and Supplier strategy
    • Support cross Supplier engagement to deliver sustainable improvements
    • Manage Suppliers’ service delivery issues (until escalated to Procurement) including collection of necessary data and documentation. Ensure timely escalation of issues to contract managers following agreed procedures.
    • Document communications, actions, decisions from interactions with Suppliers.
    • Validate Suppliers’ invoices as required.
    • Build collaborative Supplier partnerships to encourage innovation and improvement from Suppliers’ operational services.
    • Maintain awareness of external market developments & constantly seek best value from Suppliers.
  6. Input into service design, service catalogue, process design, relative to the Vendor Management disciplines. Assess the impact of changes to service models.
  7. Define and manage implementation of requirements and tool configuration for Vendor Management in ServiceNow
  8. Closely collaborate with IT Procurement to ensure 3rd party service considerations are factored into negotiations for both new and ongoing services
  9. Point of escalation / notification for incidents & problems with internal teams / external Suppliers. Ensure Suppliers fulfil their obligations.
  10. Provide support for business and service continuity. Assist planning and facilitate Suppliers input to plans. Participate when plans invoked & ensure Suppliers meets obligations
  11. Work with the Problem Manager to ensure service partners develop Root Cause Analysis (RCA) reports in response to service interruptions and remedial service improvement activities get implemented by them
  12. Work with Service Reporting to enable consistent capabilities for monitoring the performance of service partners and generating reports that can be used in regular Service Reviews with partners to drive service improvement initiatives
  13. Define and agree the organisational layers between Informa operational teams and partners to ensure clear and appropriate escalation paths exist at various levels of the organisations
  14. Receive escalations from Service Delivery Managers and IT Operational Leads relating to service partners and drive timely engagement and response from those partners to secure prompt resolution of issues.



This position is now closed. We are no longer accepting applications for this position.