IT OPERATIONAL VENDOR MANAGER

Company description:

Scandinavian Airlines System SAS

Job description: Challenges you will work on: At SAS, strong partnerships are essential to delivering reliable and secure technology services. As Operational Vendor Manager, you will ensure that our strategic IT suppliers not only meet contractual commitments but consistently deliver the service quality our business depends on. This role focuses on what happens after an agreement is in place. Working closely with suppliers, Service Owners, and internal stakeholders, you will drive service performance, operational accountability, continuous improvement, and effective governance across the vendor landscape. You will combine relationship management, operational oversight, and data-driven decision-making to ensure suppliers consistently deliver against agreed service commitments while supporting SAS' ambitions for operational excellence.

Your responsibilities include:

Own the operational relationship with assigned strategic IT vendors and act as the primary Service Management of contact for service delivery performance.

Translate SLAs, service commitments, and operational obligations into effective day-to-day governance and measurable outcomes.

Lead regular service reviews covering performance, incidents, risks, resilience, capacity, and improvement initiatives.

Monitor vendor KPIs, SLA performance, service credits, and improvement plan to drive accountability and service quality.

Challenge underperformance and ensure recovery plans, actions, and improvements are delivered and followed through.

Ensure vendors actively participate in Incident, Problem, Change, and Continuity Management processes.

Drive follow-up of Root Cause Analysis activities and recurring service issues to support long-term service stability.

Identify operational risks, dependencies, and capability gaps across the vendor landscape, escalating where appropriate.

Support Service Owners with performance insights, operational i