Senior Vendor Team Lead

Want to be a part of our team? Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives. Working at NTT The Senior Vendor Team Lead plays a pivotal role in ensuring a seamless client experience for our customers. This is achieved through the management of operational aspects related to Telco-type faults. This involves aligning internal processes with vendor processes to expedite fault repair times. The primary objective of the Senior Vendor Team Lead is to ensure adherence to service levels and the maintenance of expected business metrics. The individual will function as a supervisor and serve as an escalation point for faults that may breach SLA. Responsibilities and Duties: The Supplier/Vendor Relationship Manager cultivates mutually advantageous relationships with strategic suppliers, fostering increased levels of innovation and competitive advantage. This role establishes consistent approaches and behaviors that cultivate trust over time with relevant suppliers. The ability to develop a deep, strategic relationship with the vendor is crucial. If intervention becomes necessary, the candidate should engage at the appropriate level, utilizing strategic relationships to drive delivery for the company's benefit. Governance and Process: Ensure strict adherence to the responsibilities outlined in the contract and statement of work. Implement relevant supplier management processes and ensure compliance with pertinent legal and regulatory policies. Onboarding of new suppliers: Ensure all suppliers are equipped with contracts and other essential components, easily accessible for review. Value and Measurement: Take responsibility for formally measuring and reporting delivery quality, accuracy, and timing. Understand core operations management variables and calculations to verify effective service delivery from the vendor. Review methods to optimize costs for both clients and suppliers by addressing waste and inefficiencies in the supply chain and engineering processes. Comprehend the interrelationships among processes, technologies, and people to achieve desired outcomes. Manage vendor non-performance. Drive continuous improvement initiatives. Actively establish relationships in territories that offer the organization a competitive edge. Conduct first-pass fault analysis. Identify issues and errors before or as they occur. Timely and accurately log incidents with necessary details. Collaborate with stakeholders, including client IT environments, vendors, carriers, and colleagues, to expedite diagnosis and resolution of errors and problems. Investigate first-line support calls, identifying the root cause of incidents and problems. Ensure efficient and comprehensive incident and request resolution, coordinating product requests and collaborating with other team members to ensure timely repairs. Report and escalate issues to third-party vendors as required. Take complete ownership of managing incidents to resolution within service level conditions. When necessary, escalate requests and exceptions to the second-line support team. Provide ongoing feedback to clients and affected parties, updating systems and/or portals as stipulated by procedures. Generate necessary breach and other reports for proper process operation. Identify process failures and deficiencies and escalate them with recommendations. Report customer line faults to IS's vendors. Coordinate with vendors to swiftly restore faults. Update Account and Service Manager information. Inform IS clients about the status of their faults. Update the customer relationship management system. Facilitate router swaps with the FSE team. Arrange conference calls between vendors and engineers. Assist Netops/Service managers with special investigations. Arrange conference calls between vendors and engineers. Manage router replacements. What will make you a good fit for the role? Five years of experience in network or service operations network. Proficiency in Netcool, Cisco, ServiceNow. Basic understanding of: ITaaS Communications Cloud CCNP/CCNA/A+/N+; MCSE qualification advantageous Experience in Telco Vendor Management. #dimensiondatacareers Equal Opportunity Employer NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

About Us

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success! #J-18808-Ljbffr