Senior Vendor Manager (IT Service Management)

Location: On-site, West London, United Kingdom

Company

hirify.global is a global platform-powered provider of unified commerce, payments, and technology services for retailers and restaurants, headquartered in Atlanta and serving customers in more than 35 countries.

What you will do

• Manage relationships with strategic IT vendors, service providers, internal stakeholders, and customer representatives.
• Monitor supplier performance against SLAs, OLAs, and KPIs; prepare performance reports and scorecards.
• Lead supplier governance meetings, service reviews, executive forums, and business reviews.
• Assess supplier risks, maintain risk registers, support audits, and ensure compliance with security, data protection, and regulatory requirements.
• Coordinate supplier participation in incident restoration, escalations, root cause analysis, change management, and CAB activities.
• Drive cross-supplier coordination, service improvement, innovation, automation, and IT service management maturity initiatives.

Requirements

• 5–10 years of experience in IT Service Management, Service Delivery, Supplier Management, or Outsourcing environments.
• Strong understanding of ITIL Service Management principles.
• Experience managing third-party vendors or outsourcing partners, including SLAs, KPIs, supplier performance, risks, and escalations.
• Experience conducting vendor governance and service review meetings.
• Strong stakeholder management and communication skills.
• Analytical and reporting skills, including experience with performance dashboards and metrics.
• Experience managing global or regional IT operations.
• Experience managing executive-level supplier governance forums.

Nice to have

• ITIL Foundation v4/5 certification.
• Experience with the ServiceNow ITSM platform.
• Knowledge of information security frameworks and compliance standards.
• PRINCE2, Agile, or project management qualifications.

Culture & Benefits

• Full-time employment in an on-site West London role.
• Commitment to equal employment opportunity and an inclusive workplace.
• Employment offers are conditional upon passing applicable screening criteria.