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IT Application Vendor Manager

  • Job reference: 46212
  • Location: Hammersmith
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Infrastructure & Cloud Services
  • Salary: £65000 - £70000 per annum + Benefits

Location: West London

Salary: £60,000-70,000 + benefits

I am working with a leading luxury retailer, who are actively seeking an IT Application Vendor Manager.

The IT Application Vendor Manager will be responsible for ensuring the application portfolio delivers fit for purpose applications that benefit the business and its processes.

Key responsibilities of the role:

  • Strategy and Planning - provide direction, ensuring team and solutions are in line with the overall Information Systems strategy and objectives
  • Stakeholder Management - engage with and effectively manage stakeholder
  • Application Strategy Management - build and manage application roadmaps and rationalisation program
  • Contract Ownership - Owning the contract from 'cradle to grave' - This may include a budget for that service.
  • Relationship Ownership - Gain and maintain proximity to the Vendor, get to know them, ensure they know our challenges and direction.
  • Vendor Maturity - Maturing the relationship with the vendor, driving close engagement and increasing the quality of delivery to our business.
  • Measuring and reviewing the Service - Ensuring that the Service we consume meets its NFR's and contractual commitments. This might be through monitoring, regular Service Reviews, capturing incidents, impacts against our services.
  • Service Representation - Representing the Service inside Harrods IT, ensuring and reinforcing to the vendor that they are an extension of IT to the Harrods business. Being the face of the service, not blaming the vendor when things go wrong but working with them to ensure lessons are learned.
  • Service Escalation - During major incidents, this function can easily access the higher levels of the vendor to positively influence the service and focus we receive. Service dependant, this is a 24-hour function.
  • Service Oversight - Review of the incident and Request performance across periods of time. Understanding trends and influencing support team focus and taking a wide and proactive view of what the vendor is delivering.
  • Driving 'Value Add' - Ensuring the relationship is close and "win win" enough to be able to gain added value from the supplier - this could be free quarterly health checks, on-site resource for admin or user training.
  • Risk Management - Identifying risks with the Vendor, raising them and finding solutions to them, ensuring those risks are covered in any new contract where the vendor may be replaced.
  • Change Management - Log Change tickets for the Vendor and represent any changes the vendor is performing - or empower the vendor to interface directly with our processes.

Knowledge & Experience Required

  • ITIL Certified with a good knowledge of end-to-end service management processes, including Incident, Problem and Release Management
  • Experience in Application Vendor Management
  • Experience of Service Management and of IT Project Management
  • Excellent negotiation and conflict management skills
  • Experience in application rationalisation
  • Working with 3rd Party suppliers and managed services / Supplier Management - meet and exceed delivery to service levels through strong management of 3rd party suppliers
  • Capable of taking leadership in times of service disruption
  • Financial Management - capable of developing, implementing and the stringent management of Budgets to control the costs associated with the delivery of applications

To find out more please contact

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