Sr. IT Vendor Coordinator

Sr. IT Vendor Coordinator opportunity!

Overview:

Our client, a global luxury retail and ecommerce brand, is seeking an experience IT Vendor Coordinator. This is a newly created role where they are seeking someone to join the organization and help to establish workflows and SLAs.

Ideally, candidates will be located in OHIO. Candidates MUST reside in one of the following states:

• Arizona
• Florida
• Georgia
• Illinois
• Indiana Kentucky
• Maine
• Massachusetts
• New Hampshire
• Ohio
• Pennsylvania
• Texas
• Vermont
• Washington
  
  

This position is a contract to hire position. Candidates must be able to convert to FTE after 6 months without sponsorship.

Job Summary:

• The Sr Vendor Coordinator position will provide oversight and maintain the relationship with our current IT Managed Service Provider (MSP) (Capgemini and Level 10). This role will be responsible for assessing the MSP’s performance, creating and optimizing processes for improved delivery of services, and identifying areas of deficiency to improve user experience. This position will also be responsible for expanding the functions provided by the MSP. The Vendor Coordinator will also provide oversight in the implementation and automation of processes as well as the development of online self-service catalogs.
  
  

Responsibilities:

• Responsible for communication and coordination with the Managed Service Provider. Foster relationship and provide guidance, as well as serve as point of escalation.
• Review data analytics and performance metrics to help drive service delivery optimizations.
• Develop and monitor service level agreements and objectives with the Managed Service Provider, to ensure high level of responsiveness and resolution.
• Develop and maintain onboarding process documentation.
• Manage escalations and recommendations to improve operational efficiency.
• Provide guidance and establish training curriculum for any changes in the support of existing technologies or implementation of new applications or infrastructure.
• Coordinate with MSP and IT teams to establish and maintain framework for providing additional support and services for organization’s platforms.
• Serve as the liaison and escalation point for IT and business teams with the MSP.
• Manage, report, and monitor the MSP’s service levels to create and maintain high-performing Service Desk and IT Operations teams.
• Develop, document and improve processes that drive operational efficiencies and improve the teams’ knowledge, resulting in better response times and accurate resolutions.
• Coordinate and communicate with senior IT leaders and the MSP to expand the role of the current services provided by MSP.
• Continued education and program management of the services provided by the MSP. Conduct periodic review of teams and identify any training or educational requirements necessary for the development and improvements of the teams.
• Serve as central point of contact for end-user escalation, support related services, as well as liaison between the application owners, IT teams and the MSP.
  
  

Skills:

• Excellent communication, leadership, and people management skills.
• Demonstrated competency in project management and multiple or large projects; demonstrated competency in strategic thinking and leadership with strong abilities in relationship management.
• Extensive knowledge of all IT functions and operations.
• Ability to independently develop and implement support strategies.
• Excellent analytical, organizational, financial, and troubleshooting skills.
• Demonstrated proficiency in strategic planning, resource allocation, and process management.
• Expertise in creating Standard Operating Procedures (SOPs) as well as developing and maintaining detailed IT documentation.