IT Operational Vendor Manager

Job summary

The role of Operational Vendor Manager focuses on managing relationships with strategic IT suppliers to ensure they meet service quality and contractual commitments. This position involves operational oversight, performance monitoring, and continuous improvement initiatives to support the organization's goals for operational excellence.

Qualifications

• Experience in IT Service Delivery, Supplier Management, or Operational Vendor Management in a complex enterprise setting.
• Proven ability to manage supplier performance through KPIs, SLAs, and governance forums.
• Solid understanding of ITIL practices and their application in service management.
• Strong analytical skills to translate service data into actionable insights.
• Excellent communication, influencing, and stakeholder management skills.
• Familiarity with ServiceNow and multi-vendor IT environments.
• Experience in aviation, transportation, or other mission-critical sectors is a plus.

Responsibilities

• Manage the operational relationship with assigned IT vendors and oversee service delivery performance.
• Translate SLAs and operational obligations into effective governance and measurable outcomes.
• Conduct regular service reviews focusing on performance, incidents, and improvement initiatives.
• Monitor vendor KPIs and SLA performance to ensure accountability and quality.
• Address underperformance and ensure recovery plans are implemented.
• Facilitate vendor participation in Incident, Problem, Change, and Continuity Management processes.
• Identify operational risks and capability gaps among vendors.
• Collaborate with Procurement and Contract Owners to provide operational performance data.
• Support the onboarding of new suppliers into organizational processes.
• Develop vendor performance reporting and dashboards using relevant tools.
• Promote continuous improvement initiatives with suppliers.

Skills

• Strong relationship management and operational oversight capabilities.
• Data-driven decision-making skills.
• Collaborative and proactive mindset focused on service excellence.

Education

• Relevant degree or equivalent experience in IT or related fields is preferred.

Tools

• Experience with ServiceNow and other data reporting tools.