IT Vendor Management Administrator

Location: Dublin (Hybrid: 3 days/week onsite; 4 days/week during probation)

Type: Full-time | Permanent

Cpl is partner with the Land Development Agency (LDA), a key Government Commercial Semi-State Body focused on delivering social and affordable housing across Ireland.

Backed by €5 billion in Government equity and permitted to borrow up to €1.25 billion, the LDA has a delivery pipeline of over 19,000 homes and is working with private sector developers through Project Tosaigh to deliver an additional 5,000 homes. It is also advancing long-term strategic developments in Limerick, Dublin and Galway. With a growing team of over 160 professionals, the LDA is driven by values of Integrity, Results, Collaboration, Sustainability and Innovation.

The Role 

The successful candidate will be actively engaged in the management and support of Land Development Agency, LDA, IT infrastructure, information services, business solutions and web applications.

Reporting to the IT Operations & Security Manager, the primary role of the IT Vendor Management Administrator is to assist the IT Operations & Security Manager in managing and maintaining the critical IT functions of the LDA. IT Vendor Management Administrator will also contribute to the governance of IT Security, Risk, Change, Incident and Business Continuity Management.

Key Responsibilities:

VENDOR MANAGEMENT

• Serve as the primary operational point of contact between the LDA and outsourced IT systems and service providers.
• Manage productive relationships with IT service providers.
• Administer vendor agreements, ensuring compliance with agreed service levels (SLAs) and key performance indicators (KPIs).
• Monitor vendor performance against SLAs and KPIs, identifying gaps and addressing issues proactively.
• Develop and maintain processes for tracking and reporting vendor performance metrics.
• Conduct regular service review meetings with vendors to evaluate performance and resolve issues.
• Work closely with internal stakeholders to understand IT needs and communicate them to vendors.
• Administer IT vendor onboarding and offboarding.
• Assist in contract renewals, amendments, and service improvements.
• Maintain comprehensive vendor documentation. i.e. policies & processes.
• Assist in the budgeting for each vendor.

OPERATIONS MANAGEMENT

• Ensure the IT service providers provide responsive and effective support to users within SLA.
• Escalate and resolve issues with vendors promptly to minimise impact on operations.
• Monitor the performance of IT infrastructure, systems & services to ensure continuous availability to the LDA across multiple service providers.
• Develop and maintain processes for tracking and reporting system & service performance metrics.
• Write and maintain Standard Operating Procedures for all aspects of IT Operations, and measure their effectiveness.
• Monitor system service level agreements (SLAs), ensuring service providers meet performance and availability targets.
• Administer IT invoice processing and track spend against purchase orders & budgets.
• Act as a bridge between technical teams and business stakeholders to align IT services with organizational goals.

REPORTING AND ANALYTICS

• Prepare regular performance reports for internal stakeholders.
• Analyse trends in service delivery to identify areas for improvement.
• Present findings and recommendations to senior management.
• Provide regular updates on vendor service performance, risks, and opportunities for improvement.

GOVERNANCE

• Ensure vendors adhere to public sector regulations, including GDPR and other relevant standards.
• Ensure vendors adhere to LDA policies and processes, and measure their effectiveness.
• Assess and mitigate vendor-related risks, coordinating with vendors to monitor and report on agreed controls.
• Assess and mitigate operational-related risks, coordinating with system & service owners to monitor and report on agreed controls.
• Collaborate with vendors to maintain resilience & business continuity plans.
• Manage service provider’s role in Change Management.
• Contribute to IT managed projects from user requirement analysis through testing and implementation so as to deliver IT projects which meet LDA’s business requirements.

CONTINIOUS IMPROVEMENT

• Stay updated on technology trends and best practices for managing outsourced IT services.
• Identify opportunities for process and efficiency improvement.
• Work with external service providers to identify and deliver best practice business process solutions 
• Measure end user and stakeholder satisfaction.

What We're Looking For: 

Essential:

• A minimum of 5 years’ experience, of working in a commercial or public sector corporate environment.
• Proven experience in vendor management, performance monitoring, contract & billing administration.
• Proficiency in reporting tools and data analysis for performance monitoring.
• Strong understanding of IT outsourcing models, SLAs, KPIs and best practice service delivery.
• Solid understanding of key performance methodologies and quality metrics.
• Familiarity with ITIL principles & experience in an ITIL service environment
• Experience in managing outsourced services.
• Excellent negotiation, communication, and relationship management skills.
• Knowledge of regulatory and compliance standards.
• Experience with contributing to IT operations solutions
• Strong technical understanding 
• Degree to bachelor level or other related third level qualification

Desirable:

• Knowledge of regulatory and compliance standards such as ISO 27001, GDPR, etc.
• Project Management Certification e.g. Agile, PMP, Prince2
• Understanding of IT security and licensing best practices.
• ITIL certification
• Knowledge of the technology needs and business processes of a public sector body, including licensing systems, issues management systems and spectrum management

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