Service Operations  - SD

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

Job Description

Unified Support Services (USS) Vendor Relations Specialist (U622.2 USS Vendor Relationship (SD))

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization. Fueled by a US$1.5+B investment in technology and innovation, EY is primed to guide clients in their efforts to drive sustainable growth, create new value, and build new and better ways of working. As part of Enterprise Technology, you’ll be at the forefront of integrating technology into what we do at EY. That means more growth for you, exciting learning opportunities, career choices and the chance to make a real impact.

The opportunity

EY’s global enterprise technology group provides various enabling services (ERP, infrastructure, platforms, service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500, privately held and government-like entities.

The Vendor Relations specialist is tasked with establishment, monitoring, and maintenance of service level agreements (SLAs) within Unified Support Services team in collaboration with the service provider. The Vendor Relations Specialist is responsible for managing and nurturing the relationships between the USS and its service providers. This role involves ensuring that vendors meet or exceed their contractual obligations by delivering quality products and services on time. The Vendor Relations Specialist is also tasked with negotiating contracts, resolving issues, and working closely with internal stakeholders to align vendor performance with EY needs. The ideal candidate will have a strong background in IT service management, excellent analytical skills, and the ability to work collaboratively with both internal teams and external service providers.

The Vendor Relations Specialist is a key player in maintaining a stable and efficient vendor relationship. They must balance the needs of the USS with the capabilities of vendors, ensuring that all parties work together effectively to support the EY’s objectives.

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.

Skills and attributes for success

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

Ideally, you’ll also have

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 | Building a better working world 

 
_x000D_ 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.  

 
_x000D_ Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.  

 
_x000D_ Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.