Sr. IT Vendor Coordinator
The Judge Group Inc.

Job Info

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Location: REMOTE
Description:

Job Title: Senior Vendor Coordinator

Job Description:

The Senior Vendor Coordinator will oversee and maintain relationships with our IT Managed Service Providers (MSPs).This role involves assessing MSP performance, optimizing service delivery processes, and identifying areas for improvement to enhance user experience. Additionally, the position will expand the functions provided by the MSPs and oversee the implementation and automation of processes, including the development of online self-service catalogs.

Responsibilities:

• Communicate and coordinate with the MSPs, fostering relationships, providing guidance, and serving as a point of escalation.
• Review data analytics and performance metrics to drive service delivery optimizations.
• Develop and monitor service level agreements (SLAs) and objectives with the MSPs to ensure high responsiveness and resolution.
• Develop and maintain onboarding process documentation.
• Manage escalations and recommend improvements to operational efficiency.
• Provide guidance and establish training curricula for changes in technology support or new application/infrastructure implementations.
• Coordinate with MSP and IT teams to establish and maintain a framework for additional support and services.
• Serve as the liaison and escalation point for IT and business teams with the MSPs.

Key Accountabilities:

• 25%: Manage, report, and monitor MSP service levels to maintain high-performing Service Desk and IT Operations teams.
• 25%: Develop, document, and improve processes to drive operational efficiencies and enhance team knowledge, resulting in better response times and accurate resolutions.
• 15%: Coordinate and communicate with senior IT leaders and MSPs to expand the role of current services.
• 15%: Manage MSP Statements of Work, invoicing, and financial disputes. Collaborate with MSPs to discover and implement cost optimization and reduction efforts.
• 15%: Oversee continued education and program management of MSP services. Conduct periodic reviews to identify training or educational requirements for team development.
• 5%: Serve as the central point of contact for end-user escalation and support-related services, acting as a liaison between application owners, IT teams, and MSPs.

Skills:

• Excellent communication, leadership, and people management skills.
• Demonstrated competency in project management and handling multiple or large projects.
• Strong strategic thinking and leadership abilities with a focus on relationship management.
• Extensive knowledge of IT functions and operations.
• Ability to independently develop and implement support strategies.
• Excellent analytical, organizational, financial, and troubleshooting skills.
• Proficiency in strategic planning, resource allocation, and process management.
• Expertise in creating Standard Operating Procedures (SOPs) and maintaining detailed IT documentation.

Contact: rgirling@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com

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