We are looking for an IT Vendor & Service Performance Manager to join a leading, highly regulated organisation. This is a role operating at the centre of IT delivery, responsible for ensuring end‑to‑end service performance across a complex, multi-vendor environment. You will act as the Service Integrator (SIAM layer) across internal technology teams and external service providers, driving accountability, performance, cost efficiency and continuous improvement across the full service lifecycle.
The Role
This position is accountable for end-to-end IT service outcomes across availability, performance, resilience, user experience and cost. Rather than running infrastructure or application teams directly, you will take ownership of how services perform overall, ensuring vendors deliver value, dependencies are managed, and systemic issues are addressed. You will be a key voice at an executive level, providing clear, data-driven insight into service health, risk and cost.
Key Responsibilities
- Own end-to-end service performance across multiple platforms and vendor
- Manage cross-team and cross-vendor dependencies
- Ensure services are optimised across their full lifecycle (design → operate → improve → retire)
- Define and govern meaningful, end-to-end service metrics (beyond supplier SLAs)
- Own and prioritise the continual service improvement (CSI) backlog
- Manage vendor strategy, segmentation and performance
- Oversee contracts, SLAs, OLAs, and commercial frameworks
- Lead vendor service reviews and quarterly business reviews (QBRs)
- Provide governance of critical (P1/P2) incidents end-to-end
- Own service cost transparency, forecasting and reportingValidate vendor spend against outcomes and delivery
- Partner with technical teams to drive cost optimisation strategies
- Ensure third‑party services meet internal and regulatory requirements
- Support audits, ITGC reviews and risk reporting
Requirements
- Proven experience operating within SIAM / ITIL frameworks
- Strong understanding of end-to-end service delivery across infrastructure and applications
- Demonstrated experience in vendor management and commercial governance
- Experience managing multi‑vendor environments with complex dependencies
- Strong knowledge of cost management, forecasting and FinOps principles
- Experience overseeing major incidents and driving post‑incident improvements
- Excellent analytical and problem‑solving capabilities
- Strong stakeholder management with the ability to influence at executive level
- Experience within regulated environments (financial services preferred)
