Service Delivery Manager - Customer Services - Toyota Financial Services : Job Details

Service Delivery Manager

We are looking for an experienced Service Delivery Manager , who will take full responsibility for all third-party suppliers and outsourced vendors ensuring continuous oversight management.

The ideal individual will have proven experience managing third-party relationships, along with experience in strategic oversight and managing contracts. Due to the nature of the suppliers, an individual with customer service experience is also an ideal.

Please be advised that although this role is based in Epsom, you will be required to commute regularly to Birmingham.

Requirements:

• Day to day management and oversight of services provided by suppliers, engaging relevant internal and external stakeholders.
• Utilise relevant Management Information (MI) and reporting to allow for sufficient oversight of third parties in relation to quality and operational performance levels.
• Building strong, effective, close relationships with service providers, encouraging a good customer outcome ethos.
• Input into reviewing, maintaining, and negotiating of contracts and commercial agreements, working closely with internal procurement and legal teams.
• Identifying trends, understanding findings, and sharing feedback on existing contract performance to get the best out of the third parties.
• Work within a vendor management framework, creating and maintaining strong governance and controls, including invoice management.

Experience you'll gain:

• Working within a dynamic and fast-paced environment that encourages personal development and fosters growth.
• Collaboration with different teams across the TFSUK business, gaining knowledge about a variety of sectors.
• In-depth understanding and experience of policies, processes and frameworks relating to effective vendor management and governance.
• Supportive work relationship with line managers and fellow team members.

What you'll get to own:

• Managing key supplier and outsourcer relationships, ensuring business objectives and supplier objectives remain aligned and within rules of business conduct.
• This will include governing the relationship for maximum value by ensuring regular engagement and holding review meetings.

Key Experience & Skill:

• Deep understanding of the Procurement and Supplier Management Policy and Framework
• Minimum of 2 years experience of managing supplier performance in a large, regulated and controlled environment
• Experience of balancing priorities in a fast paced, consistently changing environment to meet tight deadlines
• Knowledge of FCA regulations relating to outsourcing and supplier activity
• Awareness of Risk, Conduct and Compliance management

Benefits Package:

Our Recruitment Process:

At Toyota Financial Services (TFS) we value everyone and are pleased to be recognised as a Disability Confident Employer, which is a national standard that ensures our processes are accessible to all.

Everyone is unique, and that means what works for some may not work for everyone. When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.

Some examples of how we might be able to help are listed below:

• Providing a copy of interview questions before the interview
• Organising a time and location that best suits you
• Allowing additional time for the assessment and interview

We are happy to review any adjustment on a case-by-case basis, so please let us know how we can support you to be your best self.