Specialist Digitalization for End User Support Supplier Management (m/f/d)

ABOUT US

At BASF Digital Hub Madrid we develop innovative digital solutions for BASF, create new exciting customer experiences and business growth, and drive efficiencies in processes, helping to strengthen BASF´s position as the digital leader in the chemical industry.

We believe the right path is through creativity, trial and error and great people working and learning together. Become part of our team and develop the future with us - in a global team that embraces diversity and equal opportunities. We are committed to fostering an inclusive workplace and strongly encourage applications from individuals with disabilities. We value diversity and believe that varied perspectives enhance our team's effectiveness. Our hiring practices are designed to ensure equal opportunity for all candidates. 

The Supplier Manager IT Support is responsible for managing external service providers delivering IT support services. The role ensures that supplier performance, contractual obligations, financial targets, and service delivery outcomes are aligned with business requirements and strategic objectives.

Working closely with Procurement, Finance, IT Operations, Service Management teams, and suppliers, the Supplier Manager drives operational excellence, cost transparency, compliance, and continuous service improvement across the IT support landscape.

RESPOSIBILITIES

1. Service Delivery Management

• Manage the operational performance of IT support suppliers and ensure compliance with agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).


• Monitor supplier performance through regular service reviews, dashboards, and performance reports and handle exemption procedures.


• Participate supplier governance meetings and ensure action tracking and follow-up.


• Drive continuous service improvement initiatives and identify optimization opportunities.


• Manage supplier escalations and facilitate timely resolution of operational issues.


• Collaborate with internal IT service owners and business stakeholders to ensure high-quality service delivery.


• Support implementation of new services, process changes, and technology transitions delivered by suppliers.


• Ensure alignment with ITIL-based service management practices.


• Ensure suppliers fulfill contractual commitments and deliver agreed services.

• Contribute to contract changes and statements of work in collaboration with Procurement and Legal teams.


• Ensure compliance with internal policies, audit requirements, and regulatory standards.


• Maintain accurate contract documentation and supplier records.

2. Vendor Relationship Management

• Establish and maintain operational relationships with suppliers and key stakeholders.


• Act as primary point of contact for supplier governance activities.


• Foster collaboration and constructive partnerships with suppliers.


• Conduct performance evaluations and supplier maturity assessments.


• Drive supplier accountability and promote a culture of continuous improvement.


• Support supplier risk management and business continuity planning.

QUALIFICATIONS

Education

• Bachelor's degree in Information Technology, Business Administration, Finance, Supply Chain Management, or a related field.


• Equivalent professional experience may be considered.

Professional Experience

• 3+ years of experience in Vendor Management, Supplier Management, IT Service Management, Procurement, or a comparable role.


• Experience managing outsourced IT support or managed service providers.


• Experience working in international and cross-functional environments.

Technical Knowledge

• Strong understanding of IT Service Management (ITSM) processes and frameworks.


• Knowledge of ServiceNow or comparable ITSM platforms.


• Experience with SLA, KPI, and operational performance management.


• Familiarity with supplier governance and risk management practices.

Certifications

• ITIL Foundation (nice to have)


• Certified Supplier/Vendor Manager (nice to have).


• Project Management certification (PRINCE2, PMP, Agile, Scrum) (nice to have).

Skills & Competencies

• Strong stakeholder management and relationship-building skills.


• Excellent negotiation and influencing capabilities.


• Strong analytical and financial acumen.


• Effective communication and presentation skills.


• Ability to manage conflicts and escalations professionally.


• Structured, organized, and results-oriented working style.


• Strong problem-solving and decision-making abilities.


• Fluent written and spoken English.


• Additional languages such as German, Spanish, Mandarin, Portuguese are a plus.

BENEFITS

• A secure work environment because your health, safety and wellbeing is always our top priority.


• Flexible work schedule and Home-office options, so that you can balance your working life and private life.


• Learning and development opportunities


• 25 holiday days per year


• 5 additional days (readjustment)


• A collaborative, trustful and innovative work environment


• Being part of an international team and work in global projects


• Relocation assistance to Madrid provided

At BASF, the chemistry is right

Because we are counting on innovative solutions, on sustainable actions, and on connected thinking and on you. Become a part of our formula for success and develop the future with us - in a global team that embraces diversity and equal opportunities irrespective of gender, age, origin, sexual orientation, disability or belief.

HOW TO REACH US

If you're interested in the position or know someone who might be and need support on how to take next steps, please send an email to [email protected]