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JD of Vendor Service Performance Lead/Manager
A Vendor Service Performance Lead/Manager is responsible for managing the performance and relationships of vendors or suppliers who provide services to an organization. Their main goal is to ensure that vendors meet the agreed-upon service level agreements (SLAs) or key performance indicators (KPIs) and deliver high-quality services.
As the Vendor Service Performance Lead/Manager some of your key responsibilities are:
1. Vendor Management: Develop and maintain relationships with vendors, including contract negotiation, onboarding, setup of commercial structures and ongoing communication. Develop the governance process for the vendor and serve as the main point of contact for vendor-related issues and escalations.
2. Performance Evaluation: Monitor and evaluate vendor performance based on predefined metrics, such as quality, timeliness, cost-effectiveness, and customer satisfaction. Conduct regular performance reviews and provide feedback to vendors.
3. SLA/KPI Monitoring and Reporting: Track vendor performance against SLAs/KPIs and ensure compliance. Map any obligations and Identify any performance gaps and work with vendors to address and resolve issues. Establish contract governance and reporting.
4. Co-ordination: ensure reports are generated and circulated on time, ensure that regional and international offices have monthly SLA meetings scheduled
5. Issue Resolution: Identify and address service-related issues and complaints from internal stakeholders or customers. Collaborate with vendors to develop corrective action plans and implement solutions.
6. Data Analysis: Collect and analyze data related to vendor performance, service quality, and operational efficiency. Use data insights to identify trends, areas for improvement, and opportunities to optimize vendor services.
7. Continuous Improvement: Drive continuous improvement initiatives with vendors to enhance service quality, efficiency, and cost-effectiveness. Collaborate with internal teams to identify process improvements and implement best practices.
8. Relationship Management: Foster positive and collaborative relationships with vendors, acting as a liaison between the organization and vendors. Conduct regular meetings, performance reviews, and strategic discussions to align objectives and ensure mutual success.
9. Vendor Development: Work with vendors to enhance their capabilities, knowledge, and understanding of the organization’s requirements. Provide guidance, training, and support to vendors to improve their service performance and alignment with organizational goals.
10. Contract Management: Ensure vendor contracts are properly maintained, reviewed, and renewed as needed. Stay updated on contract terms, pricing, and deliverables, and negotiate favorable terms when necessary. Develop and maintain contract handbook. Identify and escalate any contractual deviations and assess their impact. Maintain and track list of obligations.
11. Invoice Management: Work with finance to establish an invoice governance process.
12. Stakeholder Communication: Communicate performance updates, issues, and improvement plans to internal stakeholders, such as procurement, operations, and executive management. Present reports, metrics, and recommendations to support decision-making processes.
13. Risk Management: Identify and mitigate risks associated with vendor services, such as contractual compliance, data security, and business continuity. Develop contingency plans and alternative vendor options as needed.
14. Vendor Compliance: Ensure vendors comply with relevant industry regulations, legal requirements, and company policies. Conduct audits or assessments to verify compliance and address any non-compliance issues.
Qualifications and Skills Required:
• Bachelor’s degree in business, supply chain management, or a related field (or equivalent experience).
• Proven experience in vendor management, supplier relationship management, Transition of service, or procurement.
• Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills to effectively collaborate with internal teams and external vendors.
• Experience of managing SLAs
• Negotiation and contract management expertise.
• Ability to multitask, prioritize, and manage competing priorities in a fast-paced environment.
• Knowledge of relevant industry regulations, standards, and best practices.
• Proficiency in using vendor management systems or software is a plus.
A Vendor Service Performance Manager plays a crucial role in ensuring that vendor services meet the organization’s needs and contribute to its overall success. By monitoring and improving vendor performance, they help maintain strong vendor relationships, drive operational efficiency, and deliver high-quality services to internal and external stakeholders.
We offer a competitive salary package, comprehensive benefits, and a dynamic and fast paced work environment. If you are a highly motivated and results-oriented professional with a passion for driving successful IT transitions, we would love to hear from you.
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