Role Overview
Responsible for managing vendor relationships, IT service performance, and continual service improvement to ensure high-quality, reliable IT services that deliver business value.
Key Responsibilities
* Vendor Management: Build and maintain strong relationships with outsourcing and technology vendors, ensuring contractual obligations, SLAs, and performance standards are met.
* Commercial Oversight: Optimise the IT vendor portfolio, identify cost savings and service improvements, and support procurement in contract creation and onboarding.
* Service Performance: Lead regular service reviews, monitor KPIs and SLAs, and drive performance reporting through dashboards and analytics.
* Business Partnering: Act as the main point of contact for IT services, ensuring service quality and availability meet business expectations.
* ITSM Excellence: Promote a strong customer experience through proactive engagement and continuous improvement of IT services.
* Incident & Problem Management: Oversee major incidents, root cause analysis, and proactive problem resolution to minimise service disruptions.
* Continuous Improvement: Develop and track Service Improvement Plans (SIPs) to enhance service delivery and maturity.
* Commercial & Contract Management: Ensure contracts deliver maximum value and align with the client's strategic and operational goals.
* Service Assurance: Lead service review meetings, present transparent performance insights, and contribute to IT Operations management decisions.
* Projects & Initiatives: Support projects related to service delivery, vendor management, and operational maturity.
Skills & Experience
* Proven leadership and team development in IT Service Operations.
* Strong commercial, contractual, and vendor management experience (including SIAM).
* In-depth knowledge of IT infrastructure, networks, and emerging technologies.
* Expert understanding of ITIL principles and service performance metrics (SLAs, KPIs).
* Strategic thinker with strong analytical, problem-solving, and reporting skills.
* Financial management capability including forecasting and budgeting.
* Excellent communication, stakeholder engagement, and presentation skills.
* Experience managing multiple priorities and delivering under pressure.
Knowledge & Qualifications
* 10+ years’ experience managing technical IT service teams (Incident, Problem, Change).
* Expert in ITIL; familiarity with COBIT, ISO27001, and service assurance frameworks.
* Understanding of Cloud, Digital Transformation, and Service Design.
* Knowledge of vendor procurement (RFI/RFP), financial management, and business continuity planning.
* Ability to translate technical concepts into business language and influence senior stakeholders.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology and Management
Industries
Real Estate and IT Services and IT Consulting
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