Join us in a pivotal role where you'll manage and optimise relationships with third-party service providers that support our Service Desk operations. You'll ensure suppliers consistently deliver against SLAs, KPIs, and contractual commitments, while driving service excellence, continuous improvement, and commercial value through strong stakeholder and supplier partnerships.
This role is a UK based role and any hybrid/remote work must also be within the UK.
For this role, you need 5mpbs upload and 15mpbs download internet speed
Appello Perks :
175 hours holiday pa
Private Medical Insurance- Individual Cover
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme with an easily accessible app!
Family and friends’ discounts on our services & products
Pension Scheme, up to 4% Company matched
Free on-site parking
You're a relationship-builder, problem-solver, and service excellence champion who thrives in a fast-paced IT environment. You enjoy working with suppliers and stakeholders, using data and insight to drive performance, improve services, and deliver great customer outcomes.
Proven supplier management experience within an IT Service Desk, Managed Services, or enterprise IT environment.
A strong understanding of ITIL Service Management principles, with the ability to apply best practices to real-world operational challenges.
Experience managing SLAs, KPIs, supplier scorecards, and service reporting, using performance data to identify risks and opportunities.
️ Exceptional communication and stakeholder management skills, with the confidence to engage, influence, and build relationships at all levels.
Strong negotiation and conflict resolution abilities, able to manage escalations and drive positive outcomes.
Excellent analytical and problem-solving skills, with a keen eye for trends, performance gaps, and continuous improvement opportunities.
The ability to influence and motivate suppliers to achieve results, even without direct management responsibility.
Strong Microsoft Office skills, particularly in Excel, Word, and Outlook, with confidence using reporting and collaboration tools.
ITIL Foundation certification (or higher)
Experience working within an MSP or large-scale enterprise IT environment
Knowledge of supplier contracts and commercial management
Experience using FreshService or other IT Service Management (ITSM) platforms
Highly organised and detail-focused
Customer-centric and proactive in your approach
Calm and resilient when managing competing priorities
A self-starter with energy, drive, and initiative
Collaborative, approachable, and relationship-focused
Passionate about continuous improvement and delivering results
Professional, adaptable, and accountable for your work
If you're motivated by building strong partnerships, improving service performance, and making a measurable impact, we'd love to hear from you!
Are you passionate about building strong partnerships, driving service excellence, and making a real impact behind the scenes? As our Third-Party Subcontractor Manager, you'll be at the heart of our Service Desk operation, ensuring our supplier partners consistently deliver outstanding service and value.
This is a highly collaborative role where you'll work closely with internal teams, customers, and suppliers to improve performance, resolve challenges, and drive continuous improvement.
Building strong supplier relationships – acting as the key contact for subcontractors and fostering a culture of collaboration and accountability.
Driving performance excellence – monitoring SLAs, KPIs, and service quality metrics to ensure suppliers consistently meet expectations.
Leading operational success – coordinating supplier involvement in incidents, major service outages, and day-to-day Service Desk activities.
Maximising commercial value – supporting contract management, validating invoicing, and identifying cost-saving opportunities.
Championing governance and compliance – ensuring suppliers meet security, regulatory, and organisational requirements.
Delivering continuous improvement – spotting opportunities for automation, efficiency, and service enhancements that elevate the customer experience.
Influencing positive change – working with stakeholders across the business to drive innovation, improve supplier performance, and support strategic objectives.
If you enjoy managing relationships, solving problems, analysing performance, and helping suppliers perform at their best, this could be the perfect role for you!
If you are interested in this role please upload your CV and answer a few questions about yourself.
This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.
