Third- Party Vendor Manager (Contact Center) in City of London

The Marketplace Support team at Deliveroo supports our customers from all sides of the marketplace. The Vendor Management team plays an important role in bridging the gap between the day-to-day running of operations and longer-term goals and objectives. The team is responsible for managing the relationships and performance of our third-party vendors, ensuring we maximise value, efficiency and customer experience.

In this role, you will be involved in three key areas:

• Managing day-to-day relationships with our vendors – ensuring any operational issues are resolved as quickly as possible, and keeping up-to-date on new capabilities and product improvements.
• Ensuring accurate and timely financial reconciliation – ensuring costs are correctly raised, allocated, paid and reported quickly and effectively.
• Working on projects to support our longer-term strategy – partnering with teams from across the business to achieve specific goals (e.g. procuring a new capability).

What you’ll be doing:

• Responding to and resolving issues and escalations related to partner activity or performance.
• Maintaining our contracts, ensuring any changes are updated in an accurate and timely manner.
• Hosting regular vendor meetings, which includes owning monthly/quarterly reviews.
• Exploring opportunities throughout the contract lifecycle to reduce cost, or improve outcomes.
• Developing vendor scorecards to monitor performance and owning specific improvement plans.
• Accurately tracking, reconciling and reporting vendor spend through robust purchase order governance, ensuring the relevant stakeholders remain informed of all activities.
• Owning projects and leading updates for the leadership team and senior stakeholders on progress.
• Contributing to Deliveroo’s long-term tooling/vendor strategy – working within a team to achieve a specific departmental or company goal.
• Helping define targets, KPIs and goals for the team, and prioritising own goals.
• Taking on the rotational Manager on Call duty, serving as the first-level escalation for our global operations.

Requirements:

• 5+ years’ experience with a previous track record of operations or vendor management with outsourced third parties.
• Experience in million-dollar contract administration and relationship management.
• Detail-oriented and action-oriented, with experience in working in cross-functional projects.
• Personal accountability for the quality and accuracy of work.
• A solid analytical background (e.g. Excel pivot tables and INDEX MATCH).

At Deliveroo, we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation. We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be.