EY Service Operations - OSTS 

India, Kerala, Kochi 

134041776

Rank: Supervising Associate

: Vendor Relations Lead of Unified Support Services (USS)

Your key responsibilities

• Develop and maintain strong relationships with vendors and suppliers.
• Act as the primary point of contact for vendors and address any inquiries or concerns.
• Assist in the negotiation of contracts and ensure that agreements are favorable to the organization.
• Monitor and manage contracts to ensure compliance with terms and conditions.
• Continuously monitor service performance against SLAs, identifying areas for improvement and initiating corrective actions when necessary.
• Lead the service level review process, including the preparation of performance reports and conducting regular meetings with stakeholders.
• Collaborate with IT and business units to understand service requirements and ensure that SLAs are aligned with business needs.
• Work with the incident, problem management & other process & technical teams to address service issues and minimize their impact on the business.
• Drive the continuous improvement of service delivery by incorporating feedback from customers and service performance data.
• Establish and maintain effective communication channels with all stakeholders to keep them informed about service performance and SLA-related issues.
• Evaluate vendor performance based on criteria such as quality, delivery, cost, and responsiveness.
• Implement vendor performance tracking systems and conduct regular performance reviews.
• Escalate complex issues to senior management when necessary.
• Ensure that vendor relations activities comply with all legal, regulatory, and ethical standards.
• Maintain accurate records of vendor interactions, contracts, and performance data.

This individual should possess a combination of technical skills, analytical abilities, and leadership attributes

To qualify for the role, you must have

• Proven experience in service level management or a related IT service management role.
• Strong understanding of ITIL or similar IT service management frameworks.
• Excellent analytical skills with the ability to interpret data and make informed decisions.
• Strong communication and negotiation skills, with the ability to manage expectations and build consensus.
• Experience with service management tools and reporting systems.
• Overall 7+ years of experience in Service level management in IT industry specifically in services desk and regional IT support preferred

What we look for

• Bachelor's degree in business, Supply Chain Management, or a related stream
• Experience in vendor management, procurement, or a similar role.
• Strong understanding of contract terms and conditions.
• Familiarity with supply chain processes and vendor sourcing strategies will be an added advantage
• SIAM foundation is preferred

What we offer

As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.