Digital Supplier Performance, Compliance & Governance Senior Specialist

Coordinate end-to-end delivery and support of the University's digital services across internal IT teams and external suppliers. Establish clear service ownership, consistent service management processes and measurable supplier performance. Monitor service levels, resolve cross-supplier dependencies and drive corrective actions to improve reliability, user experience and value for money. Support supplier governance, service transition and contractual performance reviews in collaboration with service owners, Procurement, Finance and Information Security.

• Develop and maintain a service integration and management (SIAM) approach that aligns internal teams and external suppliers with University service priorities and user needs.
• Define service governance, accountability and escalation arrangements with service owners; align service level agreements (SLAs), operational level agreements (OLAs) and supplier obligations.
• Identify service risks, supplier dependencies and improvement opportunities; recommend actions that strengthen service continuity, delivery quality and value for money.
• Maintain an integrated service catalogue, service ownership matrix and supplier register, documenting support boundaries, dependencies, escalation contacts and service commitments.
• Coordinate incident, problem, change and request processes across suppliers; agree handoffs, priorities and responsibilities to prevent gaps in end-to-end service delivery.
• Define supplier scorecards and reporting requirements covering SLA achievement, availability, incident resolution, backlog, user satisfaction, delivery quality and improvement actions.
• Validate supplier performance data against IT service management (ITSM) records and agreed measurement rules; investigate discrepancies, exclusions and recurring service breaches.
• Conduct operational and periodic supplier reviews; record decisions, assign corrective actions, track due dates and elevate persistent underperformance through agreed governance.
• Coordinate major incident response across suppliers and internal teams; maintain communications, track restoration actions and confirm ownership of post-incident reviews.
• Track root cause analyses and problem records for recurring incidents; challenge incomplete findings and verify that corrective actions reduce recurrence and service impact.
• Coordinate service transition and supplier onboarding, confirming support models, monitoring, runbooks, knowledge transfer, acceptance evidence and service‑owner sign‑off.
• Review changes and releases affecting multiple suppliers; coordinate impact assessments, maintenance windows, communications, rollback arrangements and support readiness.
• Support Procurement and service owners with measurable service requirements, supplier evaluations, contract reviews and renewal recommendations based on performance and risk.
• Validate service delivery evidence for invoice reviews and potential service credits; document variances and refer commercial decisions to authorized contract owners.
• Maintain service risk and improvement registers; coordinate continuity tests, supplier exit plans and handovers, and report performance trends and overdue actions to management.
• Monitor supplier compliance with agreed security, confidentiality and access requirements with Information Security, promptly report breaches and track remediation with accountable owners.
• Gather feedback from academic, research and administrative users; work with service owners and suppliers to prioritize improvements and communicate service expectations.
• Maintain accurate governance records, support audits, follow University policies and health and safety requirements, and perform other relevant duties assigned by the Line Manager.

Qualifications & Experience:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering or a related discipline. A relevant master's degree is an advantage.
• ITIL Foundation certification or equivalent service management knowledge is required. SIAM, advanced ITIL or supplier and contract management certification is desirable.
• 10 years in IT service management or service delivery, including 5 years coordinating multiple IT suppliers and monitoring contractual service performance.
• Demonstrated experience with SLAs, supplier scorecards, ITSM tools, major incidents, service transition and improvement plans. Higher education or comparable complex service experience is preferred.

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