Group IT Vendor Manager - Doxford, SR3 3XP

Group IT Vendor Manager – Doxford, SR3 3XP

Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries, delivering these services in a better way, every day.

We have strong roots dating back to 1938, an ambitious growth agenda, and a continuously developing relationship with our new shareholder I Squared Capital who acquired Arriva in May 2024.

We’re hiring for a Group IT Vendor Manager to join our team on a temporary basis for up to 6 months.

Reporting to the Head of IT Supplier & Commercial Management, the position of Group IT Vendor Manager is responsible for supplier relationship management for all Technology Vendors under the management of the Group Technology and Systems (T&S) team.

This role is based from our Sunderland, a minimum of 2 days per week with the rest focusing on where you can best deliver, whilst still allowing for the required work life balance. The role operates Monday to Friday, 35 hours per week with 1 hour lunch per day.

Key responsibilities of the role:

• Serving as process owner and subject matter expert for Vendor Management.
• Accountability for IT Supplier Management and management of our vendor relationships, ensuring general contract compliance is delivered for Arriva Group.
• Managing all agreements (third party SLAs, SOWs and UC), vendor strategy and customer satisfaction, ensuring adequate participation from all stakeholders in service reviews.
• Creation and maintenance of Vendor standards, policies, processes and procedures.
• Managing a Vendor Strategy and rolling 6-month plan.
• Ensuring meaningful end to end performance reports are produced to meet the needs of T&S business customers, and all operational services are measured in a consistent, professional manner throughout T&S IT Services.
• Supporting improvement of the relationship and communication with customers.
• Leading and managing vendor contracts and performance review board
• meetings, acting as the primary point of contact for formal contract escalation and vendor Service Improvement activities.
• Driving cost leadership managing service/performance credits and own the governance model for IT vendors.
• Providing monthly reporting for vendor performance, adhering to standards and SLAs.
• Supporting reconciliation of monthly invoicing, ensuring alignment to forecasted costs ahead of approval.
• Identifying and reporting under-performance and develop opportunities for improvement with vendors.
• Conducting benchmarking, customer surveys and other qualitative and quantitative assessments of service provision, identifying areas of weakness or inefficiencies and working with senior managers to implement performance improvements for vendors.
• Having accountability for continual service improvement of process, process roadmap, governance and KPIs of processes within scope of responsibility.
• Ensuring there is alignment between business needs, Arriva’s internal IT service provision, and supplier delivery.

What we'd like from you!

We’re looking for candidates who are able to demonstrate that they have:

• Proven vendor relationship management experience to ensure that key processes are maintained to agreed standards.
• Proven experience in driving cost reduction and value for money in service agreements.
• Experience with contracting, negotiation and finance and vendor management.
• Skills in reporting and dashboard creation and maintenance, and presenting.
• Ability to lead change and influence others.
• Experience of preparing the supporting material for regular service performance reviews with IT Service Integrators / vendors monthly.

Finally, we’re looking for candidates aligned to Arriva’s values: caring passionately, doing the right thing and making a difference.

What we can offer you in addition to a competitive base salary:

• True hybrid working – focusing on where you can best deliver for your customers, whilst still allowing for the required work life balance.
• A generous pension plan.
• Life Assurance plus access to one of the UK’s largest networks of medical professionals (UK based colleagues).
• 25 days holidays and statutory bank holidays per year (pro rata for mid-year joiners), and opportunity to purchase additional holiday in eligible windows.
• Access to our Employee Assistance Programme (EAP).
• Access to discounts and cash back through ‘The Village’ – our Online Reward Gateway.
• Eyecare vouchers.
• The opportunity to join our Employee Experience Forum – a community of people leading activity and initiatives to enhance Wellbeing, Career Development and Communications within our community in the Corporate Centre.
• The opportunity to join a Global Arriva Inclusion Network (GAIN) group- a community of people who are passionate about equality, diversity and inclusion.
• Free Arriva bus travel for you and immediate family outside of London – T&C’s apply
• And a truly wonderful team to be joining!

Why work for us?

Arriva is a people focused business. In every part of Arriva, our people deliver high standards of customer service and work together to demonstrate kindness, determination, and resilience.

Our values were created by Arriva people. They guide our actions and the way we work, helping to reflect and shape our culture. They focus on caring, integrity and making the difference.

Our people choose to work for us, and to stay with us, because we are a great place to work. At Arriva, we strive to create a culture where we can all be ourselves, where we belong, feel respected and our differences celebrated.

We actively seek out and value difference. We want our business to reflect the wide range of communities in which we operate, so we can serve them even better.

The closing date for applications is Wednesday 12th March 2025. Arriva Group reserve the right to close this vacancy early.