Vodacom Business, a wholly-owned subsidiary of the Vodacom Group, is a leading pan-African corporate connectivity and telecommunications provider that has brought affordable and reliable connectivity to Africa since 1992.
Job Title: Vendor Management Support Officer
Band: Band H
Department: Operations
Employment Type: Permanent
Reporting to: Manager - Vendor Management
Your Role
The job holder shall increase customer satisfaction, reduced costs and better quality of service from the Vendors such that when and if problems arise the business will be rest assured that a well-managed vendor will be quick to remedy the situation.
Key Accountabilities
Measure the quality and timelines of delivery;
Ensuring that the vendor is meeting service levels set as part of the contract.
Administer and track service penalties when service levels are not met.
Hold service review meetings to determine performance related to SLAs.
Ensure that the vendor is informed of changes to services, implementation of additional services and maintenance requirements in time for the vendor to implement in line with expectations.
Drive process improvements with the vendor as inefficiencies in operations or customer experience surface.
Develop reporting to inform how the vendor is performing, including key trends.
Change Control – Ensures that all changes and requirements presented to the vendor are defined through business requirements and have appropriate approvals.
Ensures that the vendor meets company criteria according to established guidelines (documentation, quality, business practices, ethics, availability of staff, etc)
Collaborates with vendor to create clear program goals. Communicates goals internally so that staff is aware of expectations and consequences.
Monitors results against goals; proactively reviews indices to preempt customer dissatisfaction
Oversees the accuracy and timelines of the vendor reporting. Ensures that report meets needs.
Maintains vendor calendar of agreement and renewals
Strong technical/functional understanding of vendor management tool-sets.
Ability to prepare and effectively lead negotiation sessions
Manage the vendor to the responsibilities outlined in the contract and statement of work and be creative when contracts do not address certain issues.
Must understand the financial repercussions of vendor operations. Measure the quality and timeliness of delivery, as well as understanding core operation management variables and calculations.
Control and regulate vendor performance by early adoption of vendor service offerings, co-development of functionality and operations; and advocating for the vendor where necessary.
Understand how the interrelationship of processes, technologies, and people create results. Understands how to create mutually beneficial opportunities for company and vendor using this information.
Understand the vendors operations as is often required to manage teams of several vendor employees.
Has experience in a broad range of vendor management skill set.
