Senior IT Contract Manager

Role: Senior IT Contract Manager

Duration: 12 Months

Location: Austin, TX (Hybrid)

Experience: 10 Years

Project Summary for IT Contract Manager, Level III (SLA Analyst):

The client is seeking an experienced IT Contract Manager, Level III (SLA Analyst) to support and enhance the management of Service Level Agreements (SLAs) for existing and new IT Service Providers. The role involves maintaining SLA programs, analyzing performance data, and ensuring adherence to contractual obligations. This professional will work closely with internal and external stakeholders to develop and sustain a strategic approach to supplier performance and contract management.

Key Responsibilities:

Service Level Agreement (SLA) Management:

• Maintain and enhance SLA programs by tracking incoming reports, validating data, and ensuring accurate SLA results.
• Develop SLA scorecards, maintain trackers for inputs/outputs, and ensure compliance with contractual timelines.
• Support the establishment of new SLAs, processes, and tracking mechanisms.

Data and Performance Management:

• Analyze and manage performance data to ensure accurate and timely reporting.
• Collaborate with Performance Managers to produce detailed service level and invoice reports.
• Drive improvements in supplier performance using data insights.

Strategic Contract Development:

• Design contracts that align with organizational goals, legal compliance, and customer needs.
• Consider factors such as Health & Safety, fraud prevention, sustainability, and workforce dynamics.

Operational and Budget Management:

• Oversee day-to-day portfolio performance, ensuring adherence to SLAs, KPIs, and customer expectations.
• Manage contingency plans, risk mitigation strategies, and budget oversight.

Continuous Improvement and Innovation:

• Lead initiatives to improve customer experiences, drive efficiencies, and explore alternative service models.
• Benchmark services and maintain market awareness of trends and innovations.

Compliance and Accessibility:

• Ensure compliance with EIR Accessibility standards and integrate these requirements into project lifecycles.
• Stay informed of business trends, government regulations, and contract acquisition laws (e.g., FAR).

Skills and Expertise:

• Proficiency in Microsoft Excel, with strong data management and organizational skills.
• Advanced understanding of contract acquisition laws, state and federal government contract types, and commercial terms.
• Strong communication abilities for stakeholder collaboration and escalation management.
• Knowledge of EIR Accessibility standards and technical specifications.
• Demonstrated expertise in performance management and strategic supplier engagement.

Preferred Qualifications:

• Knowledge of federal and state contracting practices, including the FAR framework.
• Experience with health and safety standards, sustainability initiatives, and workforce considerations.
• Background in software licensing and negotiation practices.

Required Skills:

• 10 Years of MS Excel Intermediate/High
• 10 Years of Customer service skills
• 10 Years of Contract management
• 7 Years of Data management, validation, and reporting
• 5 Years of Service Level Agreements
• 5 Years of Contract invoicing and billing
• 5 Years of Maintains accurate and current contract information
• 5 Years of Maintains contract file information and/or enter contract data into contract management databases
• 5 Years of Maintains contract file information in accordance with customer policy and procedure, including ensuring that documents are timely and correctly filed
• 5 Years of Receives and documents timely compliance reports
• 5 Years of Reviews contract data for upcoming renewal and expiration periods and updates calendar for completing all renewals and contract close-outs timely
• 5 Years of Uploads contract related documents and enters contract related data into contract records database in accordance with agency policy and procedure.
• 5 Years of Provides technical assistance to program staff and contractors regarding contract procedures
• 4 Years of Assists Performance Manager with preparation of documents contract execution in accordance with agency policy and procedure and coordinates the logistics of routing contracts for signature with contractors
• 3 Years of Provides technical assistance to contractors and agency staff on questions related to contract compliance, processing and management

Preferred Skills and Qualifications

• 3 Years of ServiceNow, or other IT ticketing application
• 3 Years of ITIL foundation certification or training
• 3 Years of Previous experience with a government agency