Operational Performance Lead

About the role

The enablement and Effectiveness team has a critical role to play within the Chief Technology Office, in developing a long-term multi-technology strategy that delivers sustainable differentiation for Consumer Health and maximises our return on investments. The Vendor Performance Manager is responsible for overseeing and managing the performance of vendors and suppliers to ensure the delivery of goods and services meet organizational standards, timelines, and cost objectives. This role involves monitoring vendor relationships, contracts and licensing, establishing performance metrics, conducting evaluations, and implementing improvement plans. You will work closely with Design and Engineering Teams, Operational Support, Third Party MSPs, Security, Risk and Cloud Architects/Engineers to ensure activities are carried out efficiently and effectively. We are looking for someone who has a networking/hosting background. The role will report to Head of Enablement & Effectiveness.

Key Responsibilities

• Develop and implement a system for evaluating vendor performance against agreed-upon metrics, such as quality, timeliness, and cost-efficiency.

• Track vendor performance data regularly and prepare detailed reports for internal stakeholders.

• Foster and maintain strong, productive relationships with key vendors to ensure a collaborative approach to problem-solving and improvements.

• Act as the primary point of contact for vendors regarding performance-related issues.

• Ensure that all vendors adhere to contract terms and service level agreements (SLAs).

• Conduct periodic audits of vendor processes and outputs to ensure compliance and identify potential areas of concern.

• Analyze vendor performance data to identify trends and areas for improvement.

• Provide regular reports and feedback to internal teams and senior management.

• Collaborate with procurement, logistics, quality assurance, and other teams to ensure alignment on vendor performance expectations.

• Expert knowledge within the following areas to provide Support to Design and Engineering teams to effectively manage finance and risk. Including but not limited to.

o Sarbanes-Oxley (SOx) testing and coordination of remediation activities with technical teams.

o Operational Risk Management

o Critical Application Framework Compliance o Third party vendor assessments

o Other Haleon compliance requirements (e.g Internal business monitoring) • Working with Managed Service Providers to improve compliance to Haleon Standards and policies.

• Working closely with the Service Management Teams to ensure we adhere to Industry best practises (ITIL/ITSM)

• Coordination of compliance activities across Design and Engineering teams • Escalation of issues to appropriate management

• Good knowledge of current trends and challenges in technology organisations

• Knowledge of industry best practise frameworks. Qualifications and skills Essential

• High Level understanding and experience of Networks and Hosting environments

• ITIL Qualified

• Deep understanding of the ITIL Framework

• Over 10 years’ experience, working with Managed Service Providers (MSP)

• Experience in documenting SLA/KPIs

• Experience in reviewing Statement of Works (SOWs)

• Experience in vendor negotiations, contract management, and performance evaluations.

• Effective presentation skills, capable of articulating complex ideas and making the case for change. Must be able to communicate conclusions, while articulating the analysis approaches clearly and concisely

• Strong team player, needs to lead and influence across the business

• Needs to be highly numerate, analytical, and comfortable operating across the business

• A continual improvement mindset and high levels of customer focus.

• Knowledge of Industry Best practice compliance frameworks (CoBit, Sox, NIST, CIS etc)

• Experience of working with audit teams, internal and external.

• Knowledge of regulatory frameworks relating to IT controls

• Proficient in Microsoft Office Suite (Excel, PowerPoint, Word). Familiarity with vendor management software or ERP systems is preferred.

Qualifications and Essential skills

• High Level understanding and experience of Networks and Hosting environments

• ITIL Qualified

• Deep understanding of the ITIL Framework

• Over 10 years’ experience, working with Managed Service Providers (MSP)

• Experience in documenting SLA/KPIs

• Experience in reviewing Statement of Works (SOWs)

• Experience in vendor negotiations, contract management, and performance evaluations.

• Effective presentation skills, capable of articulating complex ideas and making the case for change. Must be able to communicate conclusions, while articulating the analysis approaches clearly and concisely

• Strong team player, needs to lead and influence across the business

• Needs to be highly numerate, analytical, and comfortable operating across the business

• A continual improvement mindset and high levels of customer focus.

• Knowledge of Industry Best practice compliance frameworks (CoBit, Sox, NIST, CIS etc)

• Experience of working with audit teams, internal and external. • Knowledge of regulatory frameworks relating to IT controls

• Proficient in Microsoft Office Suite (Excel, PowerPoint, Word). Familiarity with vendor management software or ERP systems is preferred.

Desirable

• ISACA Qualified

• Experience of working with Regulators

• CCNA Certified

Care to join us. Find out what life at Haleon is really like www.haleon.com/careers/

At Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone. We're striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives. We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

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