Location
London Borough of Southwark

Hours
Full Time - Hybrid working with colleagues expected to work at their chosen office location for 40% of their working month

Salary
£41,500 per annum

About the Role
National Savings and Investments (NS&I) is one of the largest savings organisations in the UK with over 24 million customers and more than £240 billion invested. As both a government department and an Executive Agency of the Chancellor of the Exchequer, NS&I has a rich history dating back to 1861. We offer a range of benefits including flexible working, a 9-day fortnight scheme, a performance-related variable pay bonus, a generous pension scheme, and excellent development opportunities. We foster a culture of care, respect, and talent investment.

The Supplier Performance Manager will be based within NS&I’s Enterprise Service Management (ESM) directorate and will be responsible for planning, coordinating, and implementing oversight and governance of NS&I’s strategic suppliers’ performance and service quality. You will own the ESM supplier oversight and oversight plan on behalf of the Head of Service Management.

You will work closely with strategic suppliers and NS&I Business Supplier Managers (BSMs) to monitor service standards (KPIs), ensuring operational risk control objectives perform well against Key Risk Indicators (KRIs) and align with the organisation’s risk appetite. The role involves reviewing the quality of service delivered by strategic suppliers, validating successful delivery against contracts, including KPIs, contractual requirements, operational changes, and agreed processes, ensuring services meet NS&I business expectations and customer principles.

This is a key role requiring an experienced individual confident in presenting and challenging performance, proactive with strong attention to detail, skilled at managing competing priorities, and responsive to stakeholder needs.

Key responsibilities include supplier SLA and KPI tracking, managing an annual operational oversight plan aligned to ESM risk policy, collaborating with Reporting Managers and BSMs to proactively manage supplier delivery quality, presenting performance updates at service management meetings, identifying service gaps and performance issues, acting as a subject matter expert on operational processes and business rules, overseeing operational risk identification and mitigation, assisting in managing poor supplier performance, coordinating audit responses, and ensuring implementation of audit recommendations.

Experience
Extensive experience in enterprise-wide operational delivery including front and back-office servicing. Experience working with outsourced third-party suppliers and managing information and data is desirable. Experience in an ITSM/ITIL environment, preferably within the financial services sector, is advantageous.

About you
Confident in presenting and challenging supplier performance with a proactive approach and strong attention to detail. Skilled at managing competing priorities and understanding stakeholder needs. Ability to work collaboratively with multiple teams and suppliers to drive continuous improvement and risk mitigation.

Qualifications
Relevant qualifications or experience in service management, supplier performance, or related disciplines are preferred but not explicitly stated. A commitment to professional development and adherence to NS&I’s values and risk management frameworks is essential.