At a Glance
- Tasks: Manage IT vendor performance and ensure seamless service delivery.
- Company: Join BMI Group, a company that values empowerment and growth.
- Benefits: Enjoy competitive salary, career development, and a supportive work environment.
- Other info: Dynamic role with opportunities for continuous improvement and career advancement.
- Why this job: Be the bridge between tech teams and vendors, making a real impact.
- Qualifications: 3-5 years in IT vendor management and strong communication skills required.
The predicted salary is between 45000 - 55000 € per year.
Empower, Connect, Evolve, and Inspire - these are the values that drive us and make BMI a company where you can thrive and grow.
The Operational IT Vendor Manager is responsible for ensuring the day-to-day value, compliance, and performance of our third-party IT vendors and service providers. This role acts as the primary liaison between internal IT teams (e.g., Service Desk, Infrastructure, Application Support) and external partners, focusing on service delivery reliability, adherence to Service Level Agreements (SLAs), and the swift resolution of operational issues to maintain seamless IT services.
Key Operational Responsibilities
- Performance and Service Delivery Management:
- SLA & KPI Tracking: Establish, monitor, and report daily and weekly on vendor performance against contractual SLAs and Key Performance Indicators (KPIs) (e.g., uptime, response time, resolution rates).
- Operational Governance: Plan and lead regular operational review meetings with key vendors, including weekly service review meetings and monthly performance deep dives.
- Issue Resolution & Escalation: Act as the first point of escalation for all critical vendor-related operational issues and service disruptions, coordinating internal and external teams to drive timely resolution and root cause analysis (RCA).
- Vendor Scorecarding: Maintain detailed, data-driven vendor performance scorecards and dashboards, proactively identifying trends and service gaps that require immediate attention.
- Contract Compliance and Administration:
- Contract Adherence: Ensure vendors comply with all operational terms and conditions outlined in executed contracts, Statement of Work (SOWs), and regulatory requirements (e.g., security, data protection).
- Invoice and Usage Validation: Review, validate, and process vendor invoices against agreed-upon contract pricing, usage metrics, and license entitlements, working closely with the Finance team to manage spend accuracy.
- Documentation Management: Maintain an accurate and centralized repository of all operational vendor contracts, contact lists, performance reports, and compliance documentation.
- Change Management Oversight: Work with the IT Change Management team to monitor vendor-driven changes to ensure they are properly scheduled, communicated, and pose minimal risk to the production environment.
- Relationship and Value Management:
- Communication Bridge: Serve as the hands-on, daily point of contact for vendor managers and internal business owners, translating technical performance data into clear business insights.
- Continuous Improvement: Identify, champion, and track vendor-led continuous service improvement (CSI) initiatives aimed at enhancing efficiency, quality, and cost-effectiveness of delivered services.
- Risk Mitigation: Monitor vendor operational risk exposure (e.g., single point of failure, business continuity planning) and ensure all required audit and due diligence materials are up-to-date.
Required Skills and Qualifications
- Experience: Minimum of 3-5 years of direct experience in an IT role with a focus on vendor management, Service Delivery Management, or IT Operations.
- Technical Knowledge: Strong working knowledge of IT services, infrastructure (Cloud/SaaS, Networks, End-User Computing), and common IT delivery models.
- Operational Proficiency: Demonstrated experience setting up and managing performance metrics (SLAs, KPIs) and leading formal service review meetings.
- Certification: ITIL Foundation certification (or equivalent) is highly desirable; deep understanding of IT Service Management processes (Incident, Problem, Change).
- Soft Skills: Exceptional communication, diplomatic negotiation, and conflict resolution skills to manage challenging operational discussions effectively.
Key Competencies
- Service Level Management: Expert ability to interpret, enforce, and report on Service Level Agreements (SLAs), ensuring service credits are accurately claimed when performance targets are missed.
- Operational Risk & Continuity: Proven capability to assess vendor risks that threaten daily service continuity (e.g., single points of failure, disaster recovery readiness) and ensure proper mitigation plans are in place.
- Data Analysis & Reporting: Strong analytical skills to gather raw performance data, translate it into actionable KPI dashboards, and identify trends indicating underlying service stability issues.
- Conflict Resolution & Escalation: Diplomatic yet firm approach to manage and resolve vendor disputes quickly and effectively, ensuring service restoration and holding vendors accountable to contractual obligations.
- IT Service Management (ITSM): Deep practical understanding of ITIL principles (Incident, Problem, and Change Management) as they relate to and are executed by third-party vendors.
- Stakeholder Communication: Ability to articulate complex vendor performance issues and their business impact to both technical teams and non-technical senior leadership clearly and concisely.
A career with BMI Group is more than just a job. We help you to find work you enjoy, to use your skills, and support you to become the best you can be. Working together we can achieve great things. Come and join us.
IT Operational Vendor Manager in Reading employer: GAF Materials Corp.
At BMI, we foster a vibrant work culture that prioritises empowerment, connection, and continuous evolution, making it an exceptional place for IT professionals to thrive. Located in Reading, our team enjoys a supportive environment with ample opportunities for personal and professional growth, alongside competitive benefits that enhance work-life balance. Join us to be part of a dynamic team where your contributions are valued and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land IT Operational Vendor Manager in Reading
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work with vendors. A friendly chat can lead to insider info about job openings or even referrals that could give you a leg up.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of SLAs and KPIs. Be ready to discuss how you've managed vendor relationships in the past. We want to hear your success stories and how you tackled challenges head-on!
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've used data to drive performance improvements with vendors. This will demonstrate your ability to maintain service delivery and compliance, which is key for the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace IT Operational Vendor Manager in Reading
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Operational Vendor Manager role. Highlight your experience in vendor management and service delivery, and don’t forget to mention any relevant certifications like ITIL. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your previous experiences make you a perfect fit. Keep it concise but impactful – we love a good story that connects your background to our values.
Showcase Your Soft Skills:In this role, communication and conflict resolution are key. Make sure to highlight examples of how you've successfully navigated challenging discussions or improved vendor relationships. We’re all about teamwork and collaboration here at StudySmarter!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at GAF Materials Corp.
✨Know Your SLAs and KPIs
Before the interview, brush up on your understanding of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Be ready to discuss how you've tracked and reported on these metrics in previous roles. This shows you’re not just familiar with the concepts but have practical experience managing them.
✨Prepare for Operational Scenarios
Think about specific operational challenges you've faced in vendor management. Prepare to share examples of how you resolved issues or improved service delivery. This will demonstrate your problem-solving skills and ability to handle real-world situations effectively.
✨Showcase Your Communication Skills
As a liaison between internal teams and vendors, strong communication is key. Practice articulating complex technical information in a way that’s easy to understand. You might be asked to explain how you would communicate performance issues to non-technical stakeholders, so be ready to showcase this skill.
✨Highlight Continuous Improvement Initiatives
Be prepared to discuss any continuous service improvement initiatives you've championed in the past. Share specific examples of how you identified areas for improvement and the impact those changes had on service delivery. This will show your proactive approach and commitment to enhancing vendor relationships.
