We are looking for a Senior Service Integration and Supplier Governance Engineer to join our team and help managing our external partners.

IT Orchestration governs the shared services on which every store and office depends, including the service desk and business support, network and connectivity, cloud, identity, endpoints and security. These services are delivered almost entirely by external suppliers through a portfolio worth several million euros a year. Because each supplier is accountable only for its own part of the service, a store may still be unable to trade even when every supplier has met its individual service level. This role takes ownership of such cross-supplier issues, coordinates the parties involved and drives them to resolution.

You ensure that Shurgard’s IT suppliers deliver the services and outcomes defined in their contracts, including when one supplier’s performance depends on another’s. You also maintain the department’s vendor register, and the common supplier-governance method used by every IT contract holder. As most of the people you coordinate day to day work for suppliers, you lead primarily through clear expectations, structured follow-up and effective escalation. You are expected to chair supplier reviews independently from your third month in the role and to make decisions within agreed thresholds from your sixth month.

LET’S TALK ABOUT YOUR RESPONSIBILITIES!

Service performance

• You chair the internal breach review, the monthly service review with each shared-layer supplier and the monthly catalogue and demand review.


• You co-chair the quarterly business reviews with the Head.


• You reconcile supplier figures against the service management tool. IT Operations follows up breaches day to day; you decide which breaches count against the supplier, and which exclusions apply, within your thresholds, and chase supplier actions to closure.


• You chair post-incident reviews with the suppliers involved: request root-cause analyses, reject weak ones and track recurrence. IT Operations brings the facts and the problem candidates.

 SLA framework and reporting

• You own the SLA framework and exclusion codes, the service catalogue and the OLAs between IT teams.


• You produce the monthly cross-domain service report and draft the quarterly service health page for the Executive Committee.

Commercial control

• You validate invoices and consumption against contracted scope, including cloud consumption and software licensing.


• You calculate and claim service credits, and prepare short-payment of disputed amounts.
  You draft contract amendments and renewals with Legal.

Supplier transition

• You run the transition board whenever a service moves between suppliers, and the monthly multi-supplier forum.


• You draft the interface annex for every new contract, including supplier-produced performance reports.


• You own the exit checklist used before any service moves to a new supplier.

Department register and method

• You own the vendor contract and SLA register, the renewal calendar and the quarterly vendor portfolio review for the whole department.


• You maintain the minimum contract standard (service levels, credits, exit, interfaces, data protection) and check new and renewed contracts against it.


• You keep the NIS2 supplier security record and run the data processing agreement gate with Legal and the DPO.

LET’S TALK ABOUT YOUR SKILLS!

• You have led a team or a service function, including the management of external staff.


• You have a strong understanding of infrastructure, cloud and security, enabling you to challenge suppliers on design and risk, ideally from the client side of an outsourced infrastructure or cloud estate.


• You have owned or co-owned an IT operating budget, including responsibility for supplier-related expenditure.


• You have experience negotiating, renewing, or exiting managed service contracts.


• You can check delivery against a contract and build a credit claim from the terms and the service data.


• You have chaired meetings with several competing suppliers.

LET’S TALK ABOUT YOUR PROFILE!

• You have a bachelor's degree in information technology, Computer Science, Business Administration or a related field, or equivalent relevant experience.


• You have 12 to 15 years in IT service delivery, service integration or supplier management, including managing multi-vendor outsourced services across several countries.


• You are familiar with IT Service delivery tools and systems.


• You are self-motivated, curious, and proactive.


• You are able to anticipate needs, ask the right questions, challenge assumptions constructively and bring structure to ambiguous situations.


• You are reliable, structured, flexible, and solution-oriented, and can move comfortably between business discussions and detailed functional conversations with IT teams.


• You communicate clearly and diplomatically and can manage complex interactions and stakeholder expectations with discretion and professionalism.


• You have experience working in an international or multi-country environment, which is considered a strong advantage.


• You speak English fluently. French and/or Dutch is considered an advantage.

And colleagues? Well, they are very important to you too. You like sharing and collaborating. You want to contribute to a fun and constructive work climate. And needless to say, you love to learn and to develop your knowledge and skills.