Vendor Management Lead

United Kingdom
18 Oct 2018
28 Mar 2019
Job Type
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.

Vendor Management Lead - Vendor Performance (VPM)

Join our Core Business Services (CBS) team and you will help support the important business enablement functions that keep our organization running strong. As a CBS professional within EY Technology, you will work across teams to provide the knowledge, resources and tools that help EY deliver exceptional quality service to our clients, win in the marketplace and support EY's growth and profitability. Major teams within CBS include Finance, Information Technology, Human Resources, Enterprise Support Services, Brand Marketing and Communications, Business Development, Knowledge and Risk Management.

Position Description

In line with Vision 2020+, EY Technology manages key 3rd party IT services within the Vendor Services Integration (VSI) organization. VSI scope includes vendor performance and relationship management for high value Managed Services delivered by Strategic IT Vendors.

Working independently within an established framework, under minimal guidance, the successful candidate will be accountable for driving assigned supplier managed services engagements and supplier relationships across all EY Technology business units, managing and improving service performance, controlling service risks, relationship management and contributing building out the Vendor Services Integration function within EY Technology.

The VSI Vendor Management Lead may work across the VSI delivery towers, working with vendors to standardize key performance metrics, performance evaluations and improve vendor performance for its assigned supplier managed services engagements. Managed services contracts may be fully owned by VSI or supported for performance management within EYT. The lead will assist in defining specific processes to drive consistency across VSI.

The successful candidate will act as a performance and relationship subject matter resource and interface with business and technical stakeholders through the delivery of third party managed services, managing all aspects of performance delivery, demand management and finance. The role includes working with the business, technology sourcing and risk management covering the full supplier lifecycle to drive the adoption of proper services-based engagements across the firm in line with the firm's long term Technology strategy.

The candidate will also work with multiple vendor arrangements to drive the adoption of EY's service management processes, improving vendor integration.

The candidate may lead a small team of Vendor Managers. And will promote and contribute to the Vendor Service Integration function through effective relationship building, both with key internal clients in the wider organization and external clients where required. The Vendor Management Lead will collaborate with other VSI leads across its domains; Application Maintenance and Development, Unified Communications, Infrastructure Services and End User Services to establish a consistent VSI Vendor Management performance and relationship management practice across EY Technology.

Scope of the Position

This position has global scope and manages multi-vendor services engagements.

Overall, the position:
  • Owns the performance management across vendors within an individual delivery tower and validates that the provided services are meeting enterprise needs. sets strategic direction of continuous improvement initiatives and vendor relationship management planning
  • Identifies and facilitates all vendor performance risk and financial issue management in accordance with contractual agreements and SLAs, through the EY process and escalates as necessary.
  • Defines and implements standardized performance metrics across the VSI managed services tower
  • Integrates the vendor through the process to support dependencies between other organizations/vendors
  • Manages day-to-day relationship with the vendor and interfaces with the Business Owner to deliver the service
  • Owns process for evaluating the vendor against planned measures and facilitates the weekly service delivery reviews
  • Conduct Monthly Service Review and Governance meetings and executes Service Credits application. Escalates key performance issue, service none-compliance and critical failures to VSI Performance Lead and relevant VRM. Instigates and own the execution of Service Improvement Plans
  • Owns the overall relationship of assigned vendor(s) across all delivery towers including overall vendor performance.
  • Consolidates, monitors and measures overall performance of the vendor across the entire vendor relationship at key intervals including executing a comprehensive Vendor Quarterly Review.
  • Contributes to and aligns with EY Internal (including but not limited to EYT, GSCP and Alliance) relationship strategy and creates with vendor stakeholders a mutual agreed Annual Vendor Relationship Plan reflecting long and short term objectives, governance structure, investments and other relevant vendor relationship aspects
  • Integrated into all overall sourcing and contract discussions, including facilitating processes for SOW review, issue review and chargeback. Defining underpinning contract service requirements and service performance criteria.
  • Serves as a liaison with other EY organizations including Procurement, SIM, ESM, SDM, and Finance

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