IT Vendor

Responsibilities:

Handle Dispute Management and Escalation Management to ensure smooth Operations.Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements.Ensure Process Compliance, Adherence and Maintenance of Service Management Process and Tools.Govern the Continual Service Improvement in conjunction with strategy and drive it across Service Providers.Track and Report CSIs across Providers.Leads the SIAM capability and drives its efficiency and effectiveness.Mentor SIAM team, define and coordinate day-to-day responsibilities of service management staff.Provides subject matter expertise and leadership in service management.

Education and Training

A bachelor’s degree in business, management or a related field is required.Desired professional qualifications may include:Chartered Institute of Procurement & Supply (CIPS)Certified Professional in Supply Management (CPSM)Certified Technology Procurement Executive (CTPE)Skills Framework for the Information Age (SFIA)Service Integration and Management (SIAM) Professional Certified a plus

Experience:

A minimum of five to seven years of experience in vendor management or a related fieldProven experience in successfully leading a team in the management of vendors/third parties, including, but not limited to, policies, performance, vendor risk, relationships, contracts (including negotiations), and issue and dispute resolutionExperience driving change and facilitating collaboration and action in highly distributed or flat organizations.All aspects of the IT infrastructure Operations and critical components and services, including the delivery mechanisms and IT associated with each, and the technical and operations infrastructure.Experience with ServiceNow, ITIL and SIAM model required.

Required Knowledge and Skill:

Broad knowledge of the IT industry and the products and services provided by technology vendorsFamiliarity with relevant regulatory and industry requirementsWorking knowledge of contract management and negotiationUnderstanding of the vendor life cycle (sourcing, procurement, vendor management), and how internal roles interact and operate throughout the duration of vendor engagementsSolid grasp of financial concepts, such as depreciation schedules, capitalization, return on investment, and total cost of ownershipAbility to effectively interpret and act on data visualizations and analytics, particularly with regard to trends in vendor performance and activityWorking knowledge of ServiceNow & SAP S4/Aiba (P2P, PO/Invoicing)Experience in IT Change Control processes/proceduresExperience in rapid deployment environments and knowledge of agile methodologies.Capacity to dive into implementation details and in problem-solving mode when appropriate.Exposure to Cloud, PaaS, SaaS Vendors and concepts.

Key Behaviors and Competencies:

Executive presence and comfort interacting with both internal and vendor senior leadershipAbility to influence without authority and collaborate with internal clients and stakeholdersCommunication of business concepts and needs in technology relevant terms as well as translation of technical concepts into business/nontechnical pointsRelationship skills that will facilitate positive vendor behaviors, establish healthy new engagements and deepen existing onesStrong problem-solving ability with a focus on managing to business outcomes through collaboration with multiple internal and external partiesThorough understanding of commercial terms (warranties, intellectual property, indemnification) in IT agreements

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