Job Description

Role - Vendor Performance Manager

Level - L5A

About the Function:

Digital & Technology (D&T) is transforming how Diageo works, from how we source ingredients to how we connect with customers and consumers around the world.

This is where data, technology and creativity come together to solve real business challenges and unlock new opportunities. Whether it’s building platforms, using data to drive decisions or shaping digital experiences, the work here has tangible impact across every part of our business.

You’ll be part of a team that’s constantly learning, experimenting and pushing boundaries, with the freedom to explore new ideas and the support to turn them into reality.

About the role:

Diageo has outsourced a significant portion of its IT services across the GBS portfolio. Historically, vendor management has been decentralized across Value Streams, leading to inconsistent processes, fragmented governance, and limited visibility of overall service performance.

As Diageo consolidates and streamlines its outsourced service providers, this role will be central to operating a robust and consistent IT Service Delivery capability. The position will ensure strong operational governance, measurable performance improvement, and delivery of high-quality, reliable IT services across the enterprise.

Role Purpose: The role is responsible for ensuring consistent, high-quality IT services through effective oversight of key AMS and Infrastructure vendors. The role drives performance management, adherence to SLAs and KPIs, and continuous service improvement across Diageo’s technology landscape. The role works closely with Governance, Finance, Procurement, Service Owners, and strategic suppliers to ensure:

• Service delivery consistently meets agreed service levels, operational standards, and business expectations.
• Vendor performance is clear, accountable, and measured through significant KPIs and service metrics.
• Service quality, operational stability, and compliance are maintained through effective governance and performance management.
• Improvement opportunities are identified, prioritised, tracked, and delivered to drive measurable service improvements and business value

Core Responsibilities:

1. Service Quality & Compliance

• Oversee daily and monthly service performance across outsourced vendors.
• Monitor adherence to Diageo’s Service Management Policy and ensure full compliance with Security, Risk, and Compliance standards.
• Identify service deviations, drive corrective actions, and track remediation through to closure.
• Conduct operational reviews to assess compliance maturity and performance consistency across service lines.
• Ensure vendor performance aligns with contractual obligations, agreed service commitments, and operational standards.
• Support internal and external audit activities by providing service performance evidence and tracking remediation actions.

2. Service Level Management (SLM)

• Lead the operational framework for SLA and KPI governance.
• Ensure accuracy, timeliness, and visibility of SLA and performance reporting.
• Track and analyse trends in SLA breaches, root causes, and remediation effectiveness.
• Lead regular service reviews with vendors and Service Owners to evaluate performance and define improvement actions.
• Maintain an up-to-date catalogue of SLA definitions aligned with evolving business and service needs.
• Coordinate Service Improvement Plans (SIPs) with vendors where service levels fall below agreed targets.
• Monitor service trends and identify recurring issues requiring proactive intervention.

3. Continual Service Improvement (CSI)

• Maintain and manage a live Continual Improvement Register — tracking all initiatives from identification to completion.
• Drive measurable improvements in First Time Fix (FTF), Mean Time to Resolve (MTTR), and incident recurrence rates.
• Collaborate with internal teams to identify automation and self-healing opportunities.
• Promote proactive problem management, reducing reactive workload and service disruption.
• Track and report the delivery and benefits realised from continual improvement initiatives.

4. Operational Reporting & Insights

• Lead governance of all service delivery reporting — ensuring data accuracy, consistency, and relevance.
• Partner with Reporting and Analytics teams to enhance dashboarding and automation.
• Produce consolidated monthly performance packs and insights for GBS leadership and business stakeholders.
• Translate operational data into clear, actionable recommendations to improve service performance.

5. Stakeholder & Business Engagement

• Act as the primary point of contact for all service delivery matters within GBS.
• Provide regular communication on service health, key risks, and improvement activities.
• Support Service Owners and business functions with consistent updates on service trends and vendor performance.
• Build strong working relationships with vendors, internal service teams, and governance partners to ensure alignment on priorities and delivery standards.

Qualifications & Experience Required:

Knowledge

• Minimum 8 years’ experience in IT Service Management, Service Delivery, or Operational Governance roles.
• Deep understanding of ITIL v4 and its practical application in outsourced environments.
• Proven experience handling AMS or Infrastructure vendors in complex, multi-region organizations.
• Strong analytical and reporting skills with a track record of driving decisions through data.
• Sound knowledge of compliance, risk management, and service governance frameworks.
• Proficiency in ServiceNow, Celonis, and reporting / dashboard tools preferred.
• Good to have experience in Power BI.

Abilities

• Excellent operational leadership and stakeholder engagement skills.
• Proven ability to influence vendor and internal teams to deliver against commitments.
• Strong problem-solving mindset with a focus on root cause and continuous improvement.
• Ability to balance day-to-day delivery with medium-term improvement planning.

Barriers to Success in Role:

Inability to quickly build trust and credibility with service providers and business teams.

• Poor attention to detail in handling service data and performance reports.
• Lack of responsiveness to operational issues or failure to drive follow-through on remediation.
• Overemphasis on governance without enabling practical service improvements.

Working with us

Flexibility is key to our success. Talk to us about what flexibility means to you, so that you’re supported to manage your wellbeing and balance your priorities from day one.

We recognise and value performance, offering our people a highly competitive Rewards and Benefits package including:

Our purpose is crafting iconic drinks chosen for life’s moments. And it’s our people, with their different experiences, perspectives and talents, who make that possible.

We value diversity in its broadest sense and want everyone to feel they can belong, supply and strive for their personal best. You’ll work alongside people with different backgrounds, experiences and perspectives — challenging, supporting and learning from one another as one outstanding team.

Together, we’re constantly learning and improving, combining the strength of our people, capabilities and iconic brands to improve, grow and win. Wherever you join us, you’ll have the opportunity to supply, make an impact and play your part in making life’s moments mean a little more.

Ready to bring your best? This could be your opportunity.

If you require a reasonable adjustment, please ensure that you gather this information when you submit your application.

Regular

Bangalore Karle Town SEZ

2026-08-26