Senior IT Supplier Management Analyst

3 weeks ago

Newquay, United Kingdom King's Service Centre Full time

Overview of Role -


To support Kings in delivering a world class Supplier Management Function.

Support the IT Supplier Manager with implementing Supplier Management best practice and continual service improvements. The overall management and control of the operation of formal contracts for supply of products and services.


We would consider internal applicants on both a secondment and permanent appointment basis.


Accountabilities -


The Senior Service Analyst has responsibility for managing specific elements of an IT service.


They are responsible for maintaining positive relationships with internal stakeholders to report service performance and collect feedback from customers.


You will work with suppliers to ensure they are delivering those elements of the service and will work with service management process owners and technical teams to ensure the service performs to a high standard.


Supporting the Service Owner in the management of services.


Establishing good working relationships with Suppliers, Service Owners, service management Process Owners and other key stakeholders.


Establishing and maintaining a constructive customer relationship based on an understanding of the customer and their business drivers.


Monitoring supplier performance and compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).


Providing input into service and supplier reviews.


Providing or contributing to regular reporting to determine the performance of services and suppliers.


Providing data to assist with the evaluation of new suppliers and contracts.


Assisting with transition activity for new or upgraded services.


Instigating and conducting service improvements with suppliers and customers. The Senior Service Analyst may be expected to work out of normal hours and could be on call for support and escalation duties.


Some travel will be required as part of this role.


Good stakeholder management skills, comfortable in liaising with senior managers and executives


Facilitates the IT Category Forum ensuring all supplier and contract activity is transparent, planned and budgeted, across the supplier lifecycle (planning, acquisition, contract management, in-life performance management and renewal, through to retirement).


Key skills and experience required -


(E) – Essential

(D) – Desirable


  • (E) – Experience of working in Supplier Management or Procurement function.
  • (E) - A good IT Service management background with proven experience in dealing with IT services.
  • (E) - Good commercial and contractual understanding with experience of managing SLAs and KPIs
  • (E) - Experience of working in a challenging and high-pressure environment
  • (E) - Good stakeholder management skills, comfortable in liaising with senior managers and executives
  • (E) - Self-motivated and a positive attitude towards working in a team
  • (E) - Good communication skills and customer focus.
  • (E) - Diligent and thorough approach to problem solving
  • (E) - Excellent verbal and written communication skills
  • (E) - Good incident management and analytical troubleshooting skills, with experience of the incident, problem and change ITIL processe
  • (E) - Strong influencing and conflict resolution skills
  • (E) - Performing effectively to deadlines, maintaining focus in challenging situations
  • (E) - Ability to draw sound and realistic conclusions from all relevant information
  • (E) - Knowledge and experience of using Excel
  • (D) - Knowledge and experience of working in a HE environment
  • (D) – Understanding of ISO 19770 & ISO 20000


Training & Qualifications:

  • (D) - Snow License Manager, BMC RemedyForce, iSeb Supplier Management (or equivalent), ISO 20000. CIPS.
  • (D) – Knowledge and experience of using Power BI to create and maintain datasets and reports.


Equality, diversity and inclusion -


We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed.

This is in line with KCL.

Flexible Working Requests -


For all our roles we are open to discussing the possibility of part time work, reduced hours, hybrid working and flexible start and finish times. Unfortunately, we cannot promise to agree to your original request, but we do promise not to judge you for asking and to consider the possibility.

Employee Benefits -


  • Hybrid Working - Minimum of 5 days per month in the office
  • 10% Performance related bonus
  • 30 days holiday and a maximum of 8 public holidays (pro-rata) this includes 2 Wellbeing days per year.
  • Sick pay
  • 4 Discretionary Christmas Closure Days
  • Contributory pension scheme
  • Income protection scheme
  • Life Assurance cover
  • Service time - 3 Volunteer days per year
  • Free onsite parking & Bike racks
  • Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements)
  • BHN Extra Discounts
  • CycleScheme
  • TechScheme
  • Opportunities for formal training and professional certification
  • Free access to Linkedin Learning
  • Free access to Future Learn short courses
  • Potential for internal promotion and advancement

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