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Job Description

The Provider Manager, Global is responsible for ensuring that third-party IT services are governed, integrated, and delivered consistently across the global organization, enabling reliable day-to-day operations and long-term business value. The role serves as a key global commercial and service interface for assigned providers (e.g., Wipro, TCS, DXC), driving enterprise-wide alignment across contracts, service delivery, governance, and strategic priorities.

Key responsibilities include overseeing global provider performance, monitoring service and commercial outcomes, managing escalations, and driving corrective and continuous improvement actions across regions. The role supports standardization, cross-provider coordination, and harmonization of processes and service expectations to improve consistency, efficiency, compliance, and user experience across the enterprise.

The Provider Manager, Global also supports the full contract lifecycle, including creation, negotiation, renewal, extension, and closure, while contributing to the ongoing strategic development of provider relationships. The role partners with global and regional stakeholders to ensure SLA alignment with business needs, support deliverable acceptance, and strengthen governance across commercial, operational, asset, and license management activities.

“The job is conducted in line with our Core Values which are: agility, empathy, long-term view, unity and integrity. Olympus is an equal opportunities employer championing a culture of equality, diversity and inclusion embedded throughout the organization and workforce.”

Job Duties

Provider Management

• Own global provider performance and governance management for assigned strategic IT service providers.
• Ensure provider management issues across regions are resolved, escalated appropriately, and reported through established global governance channels.
• Participate in the selection, evaluation, onboarding, and integration of global and regional providers in alignment with enterprise requirements.
• Implement and maintain global governance frameworks and communication structures with providers.
• Regularly review and report provider performance across services, regions, and contracted obligations.
• Identify and drive improvement, innovation, and value creation opportunities with providers at a global level.

 Contract & Commercial Management

• Monitor global provider compliance with contractual, financial, and operational obligations and identify opportunities for optimization.
• Partner with I&SD service tower teams on contract and commercial matters impacting global services and cross-regional delivery.
• Review and coordinate proposed contract changes, renewals, extensions, and commercial adjustments in alignment with global provider strategy.

 Service Performance Oversight                                                                                

• Work closely with Service Owners, Service Managers, and Service Delivery Managers to govern and validate third-party service delivery against global SLAs and service expectations.
• Track provider performance against SLAs, KPIs, compliance requirements, and improvement commitments across regions.
• Drive corrective actions, improvement plans, and root-cause analyses to address service gaps and recurring issues.
• Lead regular global service review meetings with providers to evaluate performance, risks, trends, and required actions.

• Review, manage, and track escalated issues raised by I&SD teams and ensure timely resolution through provider governance mechanisms.

 Relationship Management & Stakeholder Coordination

• Manage and strengthen strategic relationships and collaboration with third-party service providers at a global level.
• Ensure alignment between providers and I&SD service owners, service towers, and key stakeholders across global and regional structures.
• Act as a global point of contact for building, establishing, and maintaining strategic provider partnerships across IT functions and business domains.

Risk, Compliance & Financial Management

• Identify, assess, and manage provider-related risks across global and regional service delivery environments.
• Ensure adherence to regulatory, audit, security, and internal policy requirements across provider engagements.
• Contribute to budgeting, forecasting, and financial performance management for assigned providers in partnership with Finance and IT leadership.

• Provide financial insights, commercial transparency, and optimization recommendations to support value realization and cost control.

Operational Excellence & Continuous Improvement

• Support automation, standardization, and process harmonization across I&SD and the global provider landscape.
• Promote a culture of accountability, innovation, continuous improvement, and operational excellence across provider partnerships.

Job Requirements

Must have:

• Bachelor’s degree in IT related fields (or equivalent industry experience).
• 5+ years in IT Provider Management, Service Delivery Management in a company that receives outsourced IT services using an offshore managed service provider delivery model, or in a similar role at a global matrixed organization similar in size as Olympus.
• An strong understanding of IT Governance, including how to implements governance models and obtain benefits from the governance model Demonstrated Knowledge of ITIL processes and/or industry best practice
• Broad technical knowledge of IT Infrastructure products/services
• Demonstrated knowledge and understanding and experience in Outsourced commercial and contract management
• Ability to rapidly learn new technologies
• Good understanding of AI an automation
• Available to travel
• Valid Passport
• English spoken (advance level)

Nice to have:

• Valid VISA
• Experience working with Japanese companies that have a global presence would be advantageous.
• Experience working in a regulated industry would be advantageous.
• ITIL V4 or ITIL V5 Foundations Certification