Vendor Management Manager
We Are:
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services and Accenture Song — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 710,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.
As a Vendor Management Manager, you will lead a global network of subcontracted field engineers supporting critical B2B technology repair and onsite service operations for one of our major clients. You will oversee vendor performance, SLA adherence, onsite arrival compliance, part to technician coordination, and risk mitigation across a nonstop operation where downtime is unacceptable.
You will collaborate closely with 3PL partners, logistics control tower teams, parts dispatch groups, and senior operations leaders to ensure High quality, high reliability onsite service.
Key Responsibilities
- Lead daily governance and performance management of global field service vendors.
- Ensure SLA, MSA, and onsite quality compliance.
- Optimize onsite arrival accuracy and first‑time fix rates.
- Coordinate real‑time case resolution between dispatch, field engineers, and logistics.
- Align parts logistics with technician availability and service commitments.
- Manage risk detection, escalations, crisis communication, and post‑incident reviews.
- Oversee dashboards, KPI analytics, and SLA reporting.
- Develop vendor strategies balancing cost, capacity, and quality.
- Drive operational excellence using Lean, Six Sigma, and continuous improvement frameworks.
What we offer
- Health and Life Insurance
- Accenture days, 3 additional vacation days
- On site doctor
- Birthday leave
- Internet reimbursement
Requirements
- Bachelor’s degree or equivalent experience.
- 7+ years of experience in vendor management, field service operations, forward logistics, or related areas.
- Minimum required education: High School Diploma.
- Fluent in both English and Spanish
Preferred Qualifications
- Experience managing 24/7/365 global service delivery.
- Proven success driving SLA performance in high‑urgency, uptime‑critical environments.
- Strong knowledge of logistics, FE coordination, and 3PL integration.
- Expertise in escalations, crisis operations, and risk mitigation.
- Experience with Salesforce FLS, ServiceNow FSM, IFS, or similar platforms.
- Strong data analysis skills (PowerBI, KPIs, Excel).
- Background in IT hardware repair or managed service operations.
- Lean or Six Sigma certification.
Success Indicators
- Near‑perfect SLA adherence.
- Reduction of avoidable dispatches.
- High vendor accountability and quality.
- Strong field engineer arrival compliance.
- Reduced incident volume and faster resolution times.
- Proactive, data‑driven risk mitigation.
- Strong cross‑functional collaboration and trust.
#LI-LATAM
📌A unique workplace.
What we offer:
- 👩⚕️ Health and Life Insurance
- 💻 Internet reimbursement
- 🗓 Accenture days! 3 additional vacation days
- 🎂 Birthday leave
- ➕ On site doctor
- 💯And more benefits
Heredia
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Join Accenture to work at the heart of change. Visit us at www.accenture.com.