About us
Halfords is a leading UK provider of motoring and cycling services, with a diverse and increasingly service-led portfolio that includes specialist retail, an extensive garages network, Commercial Fleet Services, and a growing B2B offering. Our Commercial Fleet Services business plays a critical role in keeping commercial customers and businesses moving, delivering essential vehicle maintenance, compliance and on-demand services at scale.
As a key ambassador of the Halfords Commercial Fleet Services (HCFS) values, you’ll foster a customer-centric, engaged culture across Universal Fleet Services, Lodge Tyre Fleet Services and McConechy’s Commercial Fleet Services operating 24/7 365 days a year managing commercial breakdowns.
About the role
The 3rd Party Network Manager is a critical operational leadership role within Commercial Fleet Services, responsible for the performance, compliance and commercial effectiveness of the outsourced service provider network.
Operating across multiple independent supplier organisations throughout the UK, the role balances customer requirements, operational delivery, regulatory obligations, safety standards and commercial objectives. Through effective relationship management, governance and performance leadership, the role ensures the network consistently delivers against service commitments whilst maintaining the highest standards of safety, quality and customer experience.
The role requires regular UK travel to undertake supplier audits, onboarding assessments, business review meetings, performance reviews and commercial discussions.
Key responsibilities
3rd Party Network Development & Coverage:
- Develop and maintain a national network of approved third-party service providers capable of supporting customer demand and operational requirements.
- Identify gaps in network coverage, capacity and technical capability and recruit suitable providers to address those requirements.
- Conduct due diligence, onboarding assessments and approval processes for all new network partners.
- Ensure sufficient network resilience and contingency arrangements exist to support service continuity.
- Maintain accurate records of provider capabilities, coverage, capacity and specialist services.
- Support future business growth by ensuring network capability remains aligned to customer demand and operational requirements.
Supplier Relationship Management & Governance:
- Act as the primary relationship owner for all approved third-party service providers across the Commercial Fleet Services network.
- Develop and maintain strong, collaborative partnerships that promote service excellence, compliance, safety and continuous improvement
- Maintain a comprehensive and accurate register of approved suppliers, including coverage areas, service capabilities, accreditations, insurance records, commercial agreements, key contacts and compliance status.
- Ensure all supplier records, certifications, training records, insurance policies and compliance documentation remain valid, up to date and fully auditable.
- Conduct formal bi-annual business review meetings with key network partners to assess operational performance, service delivery, compliance, capacity, commercial effectiveness and future opportunities.
- Undertake regular supplier performance reviews against agreed service levels, KPIs and contractual commitments.
- Develop supplier scorecards and governance frameworks to monitor network health, service quality, compliance and customer outcomes.
- Work collaboratively with providers to identify opportunities for operational improvement, enhanced customer experience and improved network capability.
- Manage supplier escalations and support the resolution of operational, quality, safety or compliance issues.
- Monitor supplier risk, financial stability, operational capability and capacity, implementing mitigation plans where required.
- Maintain succession and contingency plans for key suppliers to ensure service continuity and network resilience.
- Share best practice across the network and promote consistent operational, technical and health & safety standards.
- Produce regular supplier governance and network performance reports for the Service Delivery Director, highlighting risks, opportunities and improvement initiatives.
Performance & Service Manager:
- Own supplier performance against agreed service levels, contractual commitments and key performance indicators.
- Monitor, analyse and improve performance measures including-Time to Attend (TTA), Service Level Achievement, Job Acceptance Rates, Breakdown Demand Fulfilment, First Time Resolution, Customer Satisfaction, Completion Rates, Service Quality Measures, Provider Responsiveness and Compliance Scores
- Develop and implement corrective action plans where performance falls below agreed standards.
- Produce performance reporting, trend analysis and management information to support operational decision making.
- Drive a culture of accountability and continuous performance improvement across the network.
Compliance, Safety & Technical Governance:
- Ensure all providers operate in accordance with company policies, legal obligations and industry best practice.
- Conduct regular supplier audits covering Health & Safety, insurance, technical competence and subcontractor compliance.
- Verify qualifications, certifications, training records, risk assessments and insurance documentation.
- Ensure all providers maintain appropriate standards of workmanship, technical competence and operational capability.
- Investigate and resolve compliance, quality and safety concerns.
- Support incident investigations and ensure corrective actions are implemented and monitored to completion.
- Promote a strong safety culture across the third-party provider network.
- Ensure compliance with all contractor management and duty-of-care responsibilities.
Quality Assurance, Continuous Improvement:
- Establish and maintain clear service, quality and technical standards across the third-party network.
- Analyse customer feedback, complaints, audit findings and operational performance data to identify improvement opportunities.
- Implement supplier improvement programmes and best-practice initiatives.
- Support the introduction of new processes, technologies and operating models.
- Drive consistency of customer experience, service quality and technical standards across the network.
- Benchmark provider performance and promote continuous improvement across all aspects of service delivery.
Stakeholder Management
- Work closely with Operations, Customer Services teams and Commercial teams
- Partner with Procurement, Finance and Health & Safety teams to ensure effective supplier governance.
- Liaise with Group and wider Halfords network management teams to maximise supplier opportunities and avoid duplication.
- Support the Service Delivery Director in the development and execution of network strategy and operational improvement initiatives.
About you
- Proven experience managing supplier, contractor, franchise or service partner networks
- Strong supplier relationship management and stakeholder engagement skills
- Experience managing operational KPIs, SLAs and service performance frameworks
- Commercial negotiation and contract management experience
- Strong understanding of contractor management, Health & Safety and regulatory compliance requirements
- Experience conducting supplier audits and governance reviews
- Ability to analyse performance data and develop improvement plans
- Strong communication, influencing and problem-solving skills
- Full UK Driving Licence
- Willingness to travel extensively throughout the UK
Reward & benefits
- Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
- You will have access to a wealth of employee discounts across the Halfords suite of products and services.
- Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.
Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.
At Halfords, we operate a hybrid working policy this role will require regular UK travel to 3rd party suppliers
3rd Party Network Manager employer: Halfords Careers
At Halfords, we pride ourselves on being the UK's largest automotive service provider, offering a dynamic work environment where customer service advisors can thrive. With competitive salaries, an uncapped bonus scheme, and extensive benefits including discounts on products and services, we foster a culture of growth and inclusivity, ensuring every employee has the opportunity to advance their career while enjoying a supportive workplace. Join us in our mission to keep the nation moving and experience the unique advantages of working with a leading name in motoring and cycling.
