POSITION SUMMARY: This position is responsible for maintaining relationships with vendor contacts, in order to resolve complaints and to report the status of the relationship to senior management. This position analyzes proposals and quotations from vendors, monitors vendor compliance with contractual obligations and measures performance based on company criteria.
ESSENTIAL FUNCTIONS: THE FOLLOWING ARE THE USUAL, BASIC AND ESSENTIAL FUNCTIONS OF THE POSITION. THESE FUNCTIONS ARE NOT TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES, AND SKILLS REQUIRED.
Model ethical behavior and execute job responsibilities in accordance with Citizens core values and ethics policies.
Assist with the identification of key vendors through a strategic and analytical vendor tiering process and manage the relationships to include facilitating meetings, conducting quarterly business review, and exploring vendor roadmaps and capabilities.
Manage a portfolio of Tier 1 contracted software vendors who provide support, maintenance and upgrades to technology software and hardware products.
Work with internal contract managers to create efficiencies and work with the scorecard process to develop metrics, drive performance and productivity.
Analyze vendor performance to evaluate compliance, quality assurance, and service levels provided to Citizens IT customers, compliance with contractual obligations, and implementing corrective action as necessary.
Facilitate monthly operational conference calls and quarterly performance reviews, as it relates to IT vendors.
Maintain an IT vendor database which tracks all contract documents, scorecards, escalation and tiering criteria.
Coordinate with internal departments to produce training materials and programs to facilitate the delivery of training both internal and external, as related to vendor responsibilities and expectations.
Serve as the project lead to coordinate the tiering of vendors and implementation of operational enhancements.
Analyze, report on and monitor supplier performance and contracts, communicate trends, and make recommendations to IT management.
Assist in the formulation, review, and management of IT professional services, including infrastructure hardware, enterprise solutions, volume purchases and maintenance agreements.
Manage the day-to-day relationship with non-staff augmentation external service providers and act as escalation point to resolve issues, as needed.
Identify trends, risks, and opportunities which may impact vendors’ business dealings with Citizens.
Partner with business owners (Legal, Finance and Purchasing) to resolve issues between business units and vendors.
Assist in ensuring business unit goals and objectives are achieved and excellent levels of customer service are provided by IT Vendor Management.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:
Ability to research and analyze, making recommendations based upon detailed research.
Working knowledge of operational lifecycle and typical challenges with each stage; contract negotiation, provisioning, invoicing, audit, and dispute management.
Demonstrated solid understanding of sourcing and contracting principles.
Maintain strong knowledge of industry, trends, pricing, and contracting practices.
Ability to engage with the business on business processes and practices associated with technology contracts.
Skill to develop relationships in the area of vendor management, sales, or customer service.
Excellent communication and interpersonal skills with capability to communicate, persuade and engage all levels of staff within the organization.
Ability to maintain keen attention to detail.
Demonstrated initiative and willingness to learn new principles.
Proficient in the use of MS Office (Word, Excel, Outlook, and PowerPoint).
Ability to adapt rapidly within a changing environment while operating well within areas of ambiguity.
Ability to travel overnight occasionally, less than 25% of the time.
REQUIRED EDUCATION AND EXPERIENCE:
Bachelor’s degree in Business Administration, Information Technology or related area OR 4 years relevant experience, OR a combination of college education and relevant work experience equivalent to 4 years of college.
5 years of combined experience in technology procurement specifically with hardware, software, technology services; licensing structures, and license compliance issues, as well as in vendor management to include relationship management.
Experience recommending and executing continual process improvements and measuring customer satisfaction.
7 or more years of combined experience in technology procurement specifically with hardware, software, technology services; licensing structures, and license compliance issues, as well as in vendor management to include relationship management.
Experience in negotiating and building consensus.
Enterprise-level experience across dispersed geographic locations managing relationships.
Experience operating within a matrix services organization while providing consultative services to teams of all types.
Experience managing contracted firms, business process outsourcing service providers, software service providers, or information services firms.
Experience in developing and delivering training materials.
ITIL Foundations Certification.
Formal training in project management principles and practices.
Property Insurance industry experience.
Ability to sit for long periods of time and use a computer (6 or more hours per day).