SAIC is seeking a highly motivated IT Service Integration Supplier Manager with experience in managing ITIL processes including service performance in a multi-supplier environment. The Supplier Relationship Manager (SRM) is a comprehensive, multilayered role as part of our Multisource Service Integration (MSI) organization supporting the implementation and management of IT service delivery, operations and performance metrics for multiple suppliers, supporting our client and their customers.
The successful candidate will be responsible for applying subject matter expertise to the transition and delivery of the performance management processes by providing oversight of performance metrics, service levels, and continual service improvements. The SRM will act as a suppliers single point of contact working in concert with other SRM's in the Operations and Governance of IT Service Delivery functioning as the suppliers and customers advocate to include establishing methods for dispute resolution and mitigation of risks while representing the clients' integrated solution(s) that aligns the technical, business and service elements together for optimization and efficiencies.
Understand the customer's business and the impact of IT service management delivery on its ability to succeed
Understand contractual obligations and contract change processes
Support the gathering and documentation of performance management requirements, including data collection, analysis, reporting, and service level management.
Analyze data and identify trends which indicate risk in achieving customer's business objectives.
Coordinate the development of new and changed services with the Supplier
Provide information and analysis to support decisions to optimize the performance of services, managed service providers, and processes to create and increase value for the customer.
Support the generation of performance metrics presentations and analysis for governance forums.
QualificationsRequired Education and Experience:
Must have a Bachelors degree and nine (9) years or more of related experience. Will consider a high school education and additional 4 years of experience in lieu of a degree
Experience in providing the assessment of client requirements and integrated technical, business and service solutions.
Strong solution design experience, business expertise, and commercial acumen.
Excellent communication and writing skills and be customer service-oriented
Leader in Performance Management and continual service improvement, measurement, and reporting methodologies
Skilled at working collaboratively in a complex environment and driving performance achievement and improvements
Experience in Service Integration and Management implementation and operations
Proficient with ServiceNow applications of Incident, problem, change and request, CMDB and SLM
Performance driven mindset of service excellence and customer satisfaction
Successful teamwork experience and demonstrated communications abilities
Minimum 5 years of relevant work experience and leadership in IT Performance Management or related ITIL disciplines
Work location flex work with 20% travel locally in Richmond, VA area
Desired QualificationsExperience working with government clients. Participation in large managed service transitions ITIL v3 or 2011 course with Foundations certification
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