IT Vendor Manager
11 month Contract
Location: Dublin, Ireland (Fully Office Based)
End User Support team is looking for an energetic IT Vendor Manager with a strong technical background to provide leadership to a team of support Techs within EMEA and LATAM. This role will be key to how we manage the relationship with our Managed Service provider, who currently provides onsite and offsite support for all of Hardware/AV/VC and Event support needs.
The role requires the person to have the ability to be a creative problem solver and a strategic thinker, with the ability to recognize and develop opportunities to grow and develop information technology services in response to customers and a changing work environment.
They would need to establish and monitor intricate performance metrics by considering factors like quality of goods/services, timelines of delivery and cost-effectiveness. They ensure that the company receives optimal value for money and that vendors remain accountable for maintaining high standards.
This role will also need someone with experience in Technical Project Management to help with adapting to change within the organization. The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment. This job may require occasional travel along with evening and weekend shifts.
Responsibilities
• Manage the relationship with our Managed Service Provider (MSP).
• Ensure that clear and documented SLA’s and KPI’s are being adhered to
• Lead the reporting and metrics review meetings of the MSP.
• Own the Monthly achievements documentation of the region and provide input on Roadmaps.
• Analysis the support delivery models of the MSP and look at ways to improve.
• Ensure that all assets owned by the company are tracked and accounted for.
• Contribute to the companies internal IT Project Improvement Meetings.
• Be part of the Global IT Support Ops Leadership team, contributing to strategy documents.
• Analysis all performance metrics and work with the MSP on operational Improvements
• Contribute to the budget planning for the FY25 and monitor spend throughout the year.
• Identify and implement innovative solutions for our user base.
• Flexibility to extended hours or modified schedule to support planned activities or emergency situations.
• Create and maintain technical support documentation.
• Hold other teams accountable for flawlessly implementing solutions.
• Work closely with development teams to ensure that platforms are designed with operability in mind.
• Function well in a fast-paced, rapidly changing environment.
Basic Qualifications
• B.S./B.A. in a technical field, or equivalent practical experience.
• 3+ years of experience in end user support, systems engineering and management.
• Experience with Multi Operating System & Mobile Platforms (Windows)
• Project Management and leadership experience
• Experience in Power BI
Preferred Qualifications
• Vendor Management Experience.
• Good Project Management skills and strong negotiating abilities.
• Supervisory experience is preferred.
• Strong interpersonal communication skills (including listening, speaking, and writing) and ability to work well in a diverse, team-focused environment with other site reliability engineering, Product Managers, etc.
Key Skills:
• Vendor Management
• Project Management
• Experience working with and MSP on operational improvements
If this sounds like a role you would be interested in, please email you cv to [email protected]
#LI-AF1
