Vendor Manager Business Support Vendor Manager Business Support …

in London, England, United Kingdom
Permanent, Full time
Be the first to apply
in London, England, United Kingdom
Permanent, Full time
Be the first to apply
Vendor Manager Business Support
Technology has always been at the heart of what we do and deliver at EY. We need technology to keep an organization the size of ours working efficiently. We have 250,000 people in more than 140 countries, all of whom rely on secure technology to be able to do their job every single day. Everything from the laptops we use, to the ability to work remotely on our mobile devices and connecting our people and our clients, to enabling hundreds of internal tools and external solutions delivered to our clients. Technology solutions are integrated in the client services we deliver and is key to us being more innovative as an organization.

EY Technology supports our technology needs through three business units:

Client Technology (CT) - focuses on developing new technology services for our clients. It enables EY to identify new technology-based opportunities faster, and pursue those opportunities more rapidly.

Enterprise Workplace Technology (EWT) - EWT supports our Core Business Services functions and will deliver fit-for-purpose technology infrastructure at the cheapest possible cost for quality services. EWT will also support our internal technology needs by focusing on a better user experience.

Information Security (Info Sec) - Info Sec prevents, detects, responds and mitigates cyber-risk, protecting EY and client data, and our information management systems.

Grade: Associate Director Reports to: Vendor Management Lead

Job Summary:

Accountable for the delivery of Vendor Management Service across all Service Lines. Accountable to oversee the vendor relationship, strategic directon, and cross-service line implementation of EY preferred vendor strategy. The role is also responsible for vendor performance measurements, scorecard, continuous improvement, target operates model governance and standards, and lessons learned.

Essential Functions of the Job:

  • Accountable for the delivery of vendor management within EY
  • Monitors the Performance Levels and provides guidance to preferred vendors
  • Enforce standard methodologies, processes, and tools and ensure compliance to EY overall strategy
  • Enforce demand management guidelines in support of approved investment levels
  • Point of escalation and provide conflict resolutions
  • Advise on service quality and continuous improvement
  • Vendor Metric compliance and overall customer satisfaction
  • Understand the pipeline and resource demand
  • Responsible for financial management and reporting, implementing organizational change, and optimizing processes at a governance cross-service line level
  • Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence
  • Ensuring pipeline of demand is understood, and function staffed with preferred vendors, and capacity to deliver on time
  • Develop and maintain senior level relationships
  • They are also expected to contribute to the broader goals of EY Technology

Analytical/Decision-Making Responsibilities:

  • Decide on strategic service improvements, working with the supplier, e.g., strategic decisions on service, organizational or tooling
  • Ability to listen, consult and balance different perspectives to resolve escalated issues, such as directing service to meet conflicting customer demands
  • Ability to amalgamate service data and understand trends in the managed service, making recommendations on performance improvement and agreeing on implementation plans with the supplier
  • Must be able to work within a matrix organization - balancing the needs of the customer against firm initiatives and goals.
  • Must be able to identify appropriate product/service offerings to meet the client's needs
  • Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles
  • Support multiple and diverse teams across the EY community in alignment with customer needs with transparency to Services and customer stakeholders.
  • Identify, manage and resolve complex issues, preventing escalations, where possible
  • Manage, negotiate and resolve service risks effectively
  • Demonstrate, by example, in-depth knowledge of the EY competency principles and practices, including coaching, teaching and mentoring
  • Think strategically and identify opportunities for optimization
  • Leader and team player - set an example for direct reports, project managers, business analysts and others to follow
  • Create an open, honest, accountable and collaborative team environment
  • Operate as an empowering leader; makes others look great

Knowledge and Skills Requirements:

  • Stakeholder management, effectively navigating EY matrix and leaders
  • Influential communications and conflict resolution
  • Business needs and stakeholder prioritization
  • End to end understanding of IT life cycle (pipeline, resource, demand, project delivery, financial)
  • Strategic Planning
  • Technical and process practitioner knowledge level
  • Strong domain knowledge in a professional services environment
  • 15+ years of business development and client relationship management in a technology environment
  • Strong business acumen and ability to negotiate with business partners
  • Strong customer orientation and ability to manage customer expectations
  • Strong executive presence
  • Ability to develop strategic plans and translate them to actionable roadmaps
  • Strong financial and people leadership skills
  • Proven track record in managing geographically dispersed, diverse teams across employees, contractors and 3rd party resources
  • Initiates, builds, and maintains productive customer relationships
  • Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change

Supervision Responsibilities:

Leads the community responsible for the preferred vendor governance provided to the service line(s):
  • Lead for a population of geographically dispersed resources with dotted reporting line of up to 6 resources
  • Conduct regular 1:1 briefing
  • Synthesize and communicate project and business issues on an on-going basis, manage the group's awareness of significant business and vendor service issues, and help to prevent escalations, where possible
Empowerment/thought leadership:

  • Empowered to exercise sound judgment and encouraged to make clear decisions on project issues, managing customer relationships, delivering value, providing leadership and guidance to direct reports, and partnering with peer team members.

Other Requirements:

  • Located conveniently to travel internationally - Expected to drive a one-team culture across people, whether EY or supplier, this role will involve travel to meet with stakeholders (including those of the supplier)
  • Fluent English speaker

Job Requirements:

  • A degree in Computer Science and a business related degree; or equivalent work experience


  • Minimum 3 Asst. Director level, with previous roles having had relationship/partnering focus, strong stakeholder and commercial experience
  • 15+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs
  • Significant experience in a customer service role and business management role
  • Work experience in a professional services industry preferred

Certification Requirements:
  • Certifications in the following industry practices would be a plus (ITIL, BPM, IACCM< etc.)