Ict Supplier Manager in Caerphilly

The ICT Supplier Manager role is the single point of contact between ICT and its suppliers. It exists to ensure suppliers perform to a high standard, not simply to verify that contractual obligations have been met. This role does not treat contractual compliance as proof of good performance. SLAs are necessary but easily managed to suit a narrative. The role holder looks beyond the numbers and holds suppliers to account for the quality of their delivery, the consistency of their follow-up, and the degree of genuine ownership and commitment they bring. That is the standard.

What you’ll do

The ICT Supplier Manager will be involved in the following activities:

• Own the governance and performance management of all ICT suppliers, from strategic Tier 1 partners to lower-criticality vendors.
• Define, monitor, and report against KPIs, SLAs, and contractual commitments. Use these as a baseline, but assess the quality of delivery, follow-through, and ownership beyond what the numbers show.
• Produce supplier scorecards and performance MI for the Group ICT Director and ICT leadership.
• When performance falls short, whether through SLA breach or poor quality that does not technically breach a contract, drive corrective action and track remediation to completion.
• Tier suppliers from 1 (highest risk and criticality) to 5 (minimal risk) and manage governance proportionately.
• Conduct regular supplier reviews to ensure continuous improvement and value delivery.
• Manage supplier contracts across their lifecycle: onboarding, renewal, renegotiation, and termination.
• Review supplier spend, challenge value, and pursue service credits or recompense where suppliers have underdelivered, whether against contractual terms or against the quality standards the business expects.
• Support Procurement and Legal during tendering and negotiation, bringing operational and commercial knowledge to the process.
• Contribute to budget planning, forecasting, and financial governance for supplier-related spend.
• Deliver and maintain documented exit plans for key supplier contracts. These must be live, maintained documents.
• Keep alternative products and providers in view so the business has options when a contract approaches renewal or a supplier relationship deteriorates.
• Identify opportunities for supplier rationalisation where multiple providers serve overlapping needs.
• Act as the single point of contact for supplier engagement across ICT. Prevent multiple teams or individuals from managing the same supplier independently.
• Coordinate internal stakeholders so each supplier receives consistent direction, not competing requests.
• Manage supplier escalations effectively. Escalate internally and externally where necessary, and do not accept poor justifications for poor performance.
• Maintain oversight of third-party supplier risk and dependencies.
• Ensure suppliers comply with organisational policies, security standards, and regulatory requirements.
• Work with Information Security, Risk, Compliance, and Internal Audit on supplier assurance and due diligence.
• Maintain supplier risk registers and ensure audit findings are tracked through to resolution.
• Ensure supplier-delivered services align with Incident, Problem, Change, and Service Level Management processes.
• Hold suppliers to account for their role in Major Incident response, root cause analysis, and service restoration.

What you’ll bring

• Significant experience managing ICT suppliers in an enterprise environment, including managed service providers, cloud providers, telephony, co-location, and software vendors.
• Experience developing and operating supplier governance frameworks, service reviews, and performance management processes.
• A demonstrable track record of challenging supplier underperformance and driving measurable improvement.
• Strong understanding of contract management, SLAs, commercial leverage, and supplier lifecycle management.
• Experience reviewing contractual terms and negotiating with suppliers on performance obligations, service credits, and commercial commitments.
• Experience managing third-party risk and supplier assurance processes.
• Knowledge of GDPR, NIS2, DORA, and FCA regulatory expectations as they relate to third-party suppliers.
• Strong working understanding of IT infrastructure, cloud services, networking, and outsourced technology services. Not necessarily hands-on, but sufficient to challenge suppliers credibly on the services they deliver.
• Working knowledge of ITIL principles and IT Service Management processes.
• Minimum of five years' experience in supplier management, vendor management, outsourced services, or technology contract management.
• Strong commercial awareness and practical contract management experience.
• Experience producing supplier scorecards, management information, and governance reporting for senior leadership.
• Confident and effective in challenging suppliers at all levels, including senior supplier management.
• Strong organisational skills with the ability to manage multiple priorities and competing demands.

What We Offer

We believe in rewarding our people and creating a workplace where you can thrive. When you join us, you’ll benefit from:

• 25 days’ annual leave (pro rata for part-time employees), plus bank holidays
• An extra day off to celebrate your birthday
• A discretionary annual performance bonus
• The option to purchase up to 5 additional days of holiday
• A competitive pension scheme with 8% total contributions
• Life assurance at 4x your annual salary
• Access to our Employee Assistance Programme for confidential support and advice
• Season ticket travel loans to support your commute
• Enhanced maternity and adoption pay
• A friendly, relaxed working environment with modern facilities
• A vibrant culture with regular social events, charity fundraising, and employee recognition schemes
• Ongoing learning and development opportunities to support your career growth

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