Summary of the Job:
The Vendor Manager is responsible for the operational management and governance of third-party suppliers and vendor relationships on behalf of a PMC customer as part of a managed service engagement. The role ensures vendors deliver services in line with agreed service levels, operational expectations, contractual commitments, and customer service requirements.
Acting as the central coordination point between PMC teams, customer stakeholders, and external suppliers, the Vendor Manager is accountable for maintaining strong supplier governance, driving vendor performance, supporting operational continuity, and ensuring third-party providers effectively support customer environments and services.
The role supports vendor governance across multiple technology areas, including infrastructure, networking, POS hardware, software platforms, telecommunications, and field engineering services.
Through proactive supplier management, performance oversight, and continual service improvement, the Vendor Manager ensures suppliers operate effectively and consistently support the customer’s operational and business objectives.
Key Responsibilities:
Vendor Relationship Management
- Act as the primary operational contact for assigned vendors and third-party suppliers.
- Build and maintain strong working relationships with strategic suppliers and outsourcing partners.
- Ensure vendors operate in line with agreed contracts, SLAs, KPIs, and operational service expectations.
- Coordinate regular supplier reviews, governance meetings, and service performance discussions.
- Maintain clear visibility of supplier performance, risks, service issues, and improvement activities.
Supplier Governance & Performance
- Monitor supplier performance, service quality, delivery commitments, and contractual compliance.
- Manage supplier scorecards, SLA reporting, service reviews, and vendor performance tracking.
- Track and manage vendor-related risks, issues, escalations, and improvement actions.
- Ensure suppliers deliver services in line with customer operational requirements and business priorities.
- Drive accountability and follow-through on supplier actions, service improvements, and remediation activities.
Escalate supplier performance concerns, commercial risks, or operational issues where appropriate.
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Commercial & Financial Management:
- Support the management of vendor contracts, renewals, licensing, and commercial agreements.
- Raise and manage purchase orders in partnership with Finance and Procurement teams.
- Track supplier spend, budgets, invoices, and financial commitments across operational services and projects.
- Support cost optimisation initiatives and identify opportunities for commercial improvement and service efficiencies.
- Maintain accurate financial and supplier governance records.
Contract & Compliance Administration
- Maintain accurate records of supplier contracts, key dates, commercial documentation, and governance records.
- Support vendor due diligence, onboarding, compliance, and supplier governance activities.
- Ensure supplier documentation, certifications, insurance records, and compliance evidence remain current
- Assist with supplier and contractor onboarding/offboarding processes with internal stakeholders.
Ensure suppliers adhere to PMC governance standards and customer operational requirements.
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Stakeholder Coordination
- Work closely with Service Delivery Managers, operational teams, Finance, Procurement, and leadership teams.
- Support supplier governance activities aligned to customer accounts and managed services operations.
- Attend customer governance calls, service reviews, and operational meetings where required.
- Present supplier performance updates, risks, service issues, and improvement plans to internal stakeholders and customers.
- Coordinate supplier engagement during operational issues, service degradation, or priority escalations.
- Ensure supplier-related activities progress effectively and align to operational and business priorities.
Skills & Experience – Essential
- Proven experience in a Vendor Management, Supplier Management, Procurement, Commercial, or Service Management role within an IT services or managed services environment.
- Experience managing third-party suppliers supporting infrastructure, networking, POS, software, telecommunications, or field engineering services.
- Strong understanding of supplier governance, contract management, SLA management, and vendor lifecycle management.
- Experience managing supplier scorecards, service reviews, performance reporting, and governance frameworks.
- Experience managing purchase orders, invoice tracking, budgets, and commercial administration activities.
- Strong stakeholder management and relationship-building skills across technical and non-technical teams.
- Strong written and verbal communication skills with the ability to manage supplier discussions professionally.
- Strong organisational skills with the ability to manage multiple priorities and deadlines.
- Good analytical and reporting skills with strong attention to detail.
- Experience operating within a fast-paced operational or managed services environment.
- Good working knowledge of Microsoft Excel and supplier tracking/reporting processes.
Skills & Experience – Desirable
- Experience working within retail, managed services, or technology environments.
- Exposure to contract negotiation, licensing models, or outsourced service agreements.
- Familiarity with procurement, finance, or compliance processes.
- Experience working with offshore or global supplier models.
- Knowledge of ITIL service management principles.
- Experience using ITSM platforms such as Freshservice.
- Experience supporting multi-site retail or customer-facing operational environments.
Personal attributes
Clear & Professional Communicator
Communicates confidently and professionally with internal teams, suppliers, and customer stakeholders.
Commercially Aware
Understands the importance of supplier performance, cost control, service quality, and commercial value.
Operationally Organised
Demonstrates strong planning, coordination, and attention to detail.
Proactive & Accountable
Takes ownership of supplier issues and drives actions through to completion.
Collaborative & Relationship-Focused
Builds trusted working relationships across teams, suppliers, and stakeholders
Adaptable & Resilient
Works effectively in a fast-moving operational environment and manages changing priorities professionally.
Customer Service Focused
Understands the importance of supplier performance in supporting customer operations and service delivery.
Continuous Improvement Mindset
Identifies opportunities to improve processes, governance, supplier performance, and operational efficiency
