Specialist Digitalization for End User Support Supplier Management

• A secure work environment because your health, safety and wellbeing is always our top priority.
• Flexible work schedule and Home-office options, so that you can balance your working life and private life.
• Learning and development opportunities
• 25 holiday days per year
• 5 additional days (readjustment)
• A collaborative, trustful and innovative work environment
• Being part of an international team and work in global projects
• Relocation assistance to Madrid provided

The Supplier Manager IT Support is responsible for managing external service providers delivering IT support services. The role ensures that supplier performance, contractual obligations, financial targets, and service delivery outcomes are aligned with business requirements and strategic objectives.

Working closely with Procurement, Finance, IT Operations, Service Management teams, and suppliers, the Supplier Manager drives operational excellence, cost transparency, compliance, and continuous service improvement across the IT support landscape.

• Manage the operational performance of IT support suppliers and ensure compliance with agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Monitor supplier performance through regular service reviews, dashboards, and performance reports and handle exemption procedures.
• Participate supplier governance meetings and ensure action tracking and follow-up.
• Drive continuous service improvement initiatives and identify optimization opportunities.
• Manage supplier escalations and facilitate timely resolution of operational issues.
• Collaborate with internal IT service owners and business stakeholders to ensure high-quality service delivery.
• Support implementation of new services, process changes, and technology transitions delivered by suppliers.
• Ensure alignment with ITIL-based service management practices.
• Ensure suppliers fulfill contractual commitments and deliver agreed services.
• Contribute to contract changes and statements of work in collaboration with Procurement and Legal teams.
• Ensure compliance with internal policies, audit requirements, and regulatory standards.
• Maintain accurate contract documentation and supplier records.
• Establish and maintain operational relationships with suppliers and key stakeholders.
• Act as primary point of contact for supplier governance activities.
• Foster collaboration and constructive partnerships with suppliers.
• Conduct performance evaluations and supplier maturity assessments.
• Drive supplier accountability and promote a culture of continuous improvement.
• Support supplier risk management and business continuity planning.