Supplier Delivery Performance Manager

NHS Property Services have a fantastic opportunity for a Supplier Delivery Performance Manager.  The location is flexible, and you can be based anywhere within the UK.  The role attracts a salary of £43,000, with a £3,000 Car Allowance, up to 10 % Bonus & 27 Days Holiday.

The role will see you working predominantly working from home, with some time spent on site, or visiting customers as and when required.  The working hours are Monday to Friday, 09:00 - 17:30.

About the role:

As a Supplier Delivery Performance Manager you will monitor and drive supplier performance for delivery of goods, works and services.  Whilst ensuring intended outcomes and benefits from delivery supplier contracts are realised, for both Hard and Soft FM disciplines within the Delivery function. The role requires good understanding of relationship management between the suppliers and functional teams to drive performance and achieve contractual deliverables. Key stakeholders include Procurement who are ultimately responsible for the supplier relationship, but this role ensures delivery as agreed.

Managers are expected to have a good understanding of their functional area and how it connects with other parts of the business. In this case, a good understanding of both Hard and Soft FM. They collaborate with other teams to deliver positive outcomes for internal and external customers and are focused on continuous improvement.

Their remit also includes:

• Communicating key messages to team members and wider business colleagues about work plans and priorities, cascading organisational information to keep them connected to what is happening in the wider business
• Contributing to the development of local strategies and plans
• Role modelling the values and behaviours and setting the cultural tone of the team
• Engaging and collaborating with other managers across the business
• Embracing and embedding change and other organisational initiatives
• Tackling inefficiencies and driving continuous improvement
• Embracing, adopting, and embedding technology to enable business outcomes

Key Responsibilities

The Supplier Delivery Performance Manager will ensure the necessary resources, processes and systems are in place to:

• Instruct the supplier to provide the goods, works or services.
• Track delivery against contractual obligations.
• Monitor performance, assure quality, and realise benefits.
• Manage operational service and supply issues, including Root Cause Analysis.
• Identify, analyse, and interpret trends or patterns in data sets.
• Translate business issues into actionable insights.
• Identify and programme manage service improvement action plans.
• Work closely with the Supplier, Delivery team and Customer team to resolve service disputes or escalated issues in a timely manner.
• Drive continuous improvement.
• Resolve invoice disputes.
• Ensure regular contact with suppliers that is open and consistent.
• Lead supplier contract implementation and management activity.
• Support strategy development (category strategies).
• Embed NHSPS Supplier performance approach.
• Lead conflict issues with supplier to resolution, working with all key stakeholders. Where resolution cannot be sought due to it being a contractual issue, ensure timely escalation to Procurement.
• Work with the Procurement team, to track any contractual changes and embed within the Delivery team.
• Ensure compliance with governance, legislative and policy requirements.
• Support management of any relevant business projects, timetables, and processes.
• Preparing and publishing reports on supplier productivity and other KPIs.
• Spot and drive and/or support opportunities to improve processes and practises.
• Share technical/professional skills and knowledge
• Drive a culture that promotes the highest quality of data, ensuring that data relating national contracts is complete and accurate. Where inaccurate, work with relevant data teams to make the required amendments.
• Oversee service delivery to internal and external customers at agreed performance levels
• Be the first point of contact for addressing or escalating any operational questions or requirements within the business and to external partners.
• Deliver improvement to service and cost saving initiatives.

This role will require you to demonstrate the following Experience, Capabilities and Knowledge.

• Extensive and broad supplier management experience
• Experience of operating in a busy, customer focused business
• Experience of driving improvements to enable efficiency
• Experience of delivering change
• Track record of success in professional area
• Proven ability to achieve targets and objectives within a demanding and pressured environment against challenging deadlines.
• Significant experience of monitoring and managing performance against scorecard targets, budgets and project plan deadlines.
• Good knowledge and working experience of techniques for planning, monitoring and controlling action plans.
• Experience of working in a property-based operational environment.
• Professional/technical know how
• Commercial and financial acumen
• Relevant legislative/regulatory frameworks
• Broad understanding of modern people practices
• Managing change
• Excellent knowledge of Excel Power Query/Pivot, and Power BI Applications for Ad-hoc analysis.
• Significant experience of monitoring and managing performance against scorecard targets and project plan deadlines.
• SharePoint Management Skills.
• Knowledge of FM and Property related operations.
• Relationship building and management skills
• Analytical and Root Cause Analysis skills
• Planning and delivery/implementation skills
• Tracking and reporting KPIs
• Data-driven decision making
• Budget management
• NHSPS ‘engage and enable’ leadership behaviours
• Stakeholder management
• Continuous improvement
• Customer focus
• People management and coaching skills
• Colleague engagement/wellbeing
• Taking personal accountability
• Qualifications
• Proven relevant experience
• Desirable: IACCM or CIPS qualification
• Requirement for travel as determined by role
• Emotional intelligence and resilience
• Integrity
• Ambiguity tolerance
• Ability to work at pace
• Growth mindset
• Curiosity
• Acts for the greater good of the organisation