IT Vendor & Service Performance Manager
- Own end-to-end service performance across multiple platforms and vendor
- Manage cross-team and cross-vendor dependencies
- Ensure services are optimised across their full lifecycle (design → operate → improve → retire)
- Define and govern meaningful, end-to-end service metrics (beyond supplier SLAs)
- Own and prioritise the continual service improvement (CSI) backlog
- Manage vendor strategy, segmentation and performance
- Oversee contracts, SLAs, OLAs, and commercial frameworks
- Lead vendor service reviews and quarterly business reviews (QBRs)
- Provide governance of critical (P1/P2) incidents end-to-end
- Own service cost transparency, forecasting and reporting
- Validate vendor spend against outcomes and delivery
- Partner with technical teams to drive cost optimisation strategies
- Ensure third-party services meet internal and regulatory requirements
- Support audits, ITGC reviews and risk reporting
- Proven experience operating within SIAM / ITIL frameworks
- Strong understanding of end-to-end service delivery across infrastructure and applications
- Demonstrated experience in vendor management and commercial governance
- Experience managing multi-vendor environments with complex dependencies
- Strong knowledge of cost management, forecasting and FinOps principles
- Experience overseeing major incidents and driving post-incident improvements
- Excellent analytical and problem-solving capabilities
- Strong stakeholder management with the ability to influence at executive level
- Experience within regulated environments (financial services preferred)
FAQs
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