Supplier Performance Manager

Why BT?

At BT International, our purpose is to keep the world connected. As part of BT, we build on almost 180 years of innovation and expertise to deliver secure connectivity and digital services to some of the world’s leading multinational businesses and organisations. Our customers trust us to safeguard their data, drive their digital transformation and keep their businesses running.
 
With colleagues on the ground across the world and supporting customers wherever they need to operate, BT International offers a truly global experience. Whether it’s about providing cloud connectivity, helping organisations collaborate, or enabling innovation in cybersecurity and digital services, you’ll be part of a team that shapes how businesses succeed in a world that is being transformed by AI. 
If you have the drive and ambition to make an impact on a global stage, BT International is where it happens.

Why this job matters?

The aim of the Service Level Management and Supplier Performance Management teams is to ensure that excellent service, quality, and value for money are delivered through our service suppliers, which supports the delivery of our own commercial and operational performance / KPI’s. The team works closely with most other areas across Business Service, where necessary, to support wider business goals. Additionally, they collaborate with key partners to manage change. 

The role holder will also be responsible for managing a team of service level management and supplier performance professionals associated with standard and enhanced managed service contracts, ensuring that the services provided underpin agreed SLA’s. 

What you’ll be doing – your accountabilities

Accountable for the leadership, direction, and engagement of our BMS supplier relationships.
Accountable for driving strategic supplier/partner service performance where partner failure has a major impact on the service operation, our customer experience measures (NPS), and revenue.
Ensuring that service levels are delivered on time and with the quality required to deliver against all MU contractual requirements and mitigate service credit costs impacting the profitability of the Managed Service business.Works across Business, engaging with senior stakeholders to agree, prioritise and implement key initiatives, communicating outcomes and progress. 
Acts as the BMS SLM and Supplier Performance escalation contact at senior levels of our internal and partner organisations.
To champion BT Business interests and to influence supplier strategic focus.
To brief and advise senior managers/executives in BT on commercial/contractual performance and future programmes in support of business objectives, including preparation for MD and CEO Service reviews.
To implement and manage a strong governance framework whilst ensuring the basis of good supplier management are in place.

Skills required for the job

Story-telling with data: strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences.
Able to operate and influence at senior levels both internally and externally.
Strong Relationship, Contract management, Service Level Management and Supplier/Partner management skills.Strong Communication skills, with the ability to create clear strategic goals and direction, aligning the team whilst motivating/ empowering matrix teams to deliver.
Strong Organisational skills, to manage conflicting demands on time by taking a ruthless approach to prioritisation.
Strong Negotiation skills.
ITIL awareness, minimum managing professional.

Experience you would be expected to have

Experience of building and maintaining very effective partner and senior stakeholder relationships through amazing relationship-building skills.
Experience of working with contracts, key commercial teams, and key performance indicators.
Good awareness, where appropriate, of BT’s regulatory environment and the broader industry in which we operate.Experience of spotting performance improvement opportunities (commercial and operational), but also managing and mitigating business risks.
Experience in delivering messages (good or bad) clearly, promptly and honestly.
Experience of building strong quality and service improvement plans.

Additional Allowances & Benefits
 •    Bonus
•    Company car or car allowance
•    Health Insurance
•    Cafeteria
•    Smart working allowance