Dir., IT Service Delivery

Summary of Position

• Responsible for defining the IT needs of the enterprise; documenting vendor selection criteria & bid document; researching
and selecting vendors; negotiating and/or amending contracts; establishing working relationship with vendors; managing
vendor relationships; and continually optimizing vendor management.
• Ensure that service providers meet or exceed the expectations set by the organization in a cost-effective manner; direct the
enterprise-wide coordination of efforts across our various contracted IT service delivery vendors.
• Manage the implementation of all of the ITIL tools in the environment, this incluses but is not limited to ticketing systems,
CMDB and application dependency solutions.
• Ensure alignment of vendor efforts, actions, and results with enterprise goals to maximize value (ROI) for resources invested.
• Research, anticipate, respond to, and mitigate potential risks associated with IT projects.
• Serve as the escalation point for service delivery issues; directly responsible for evaluating compliance with Service Level
Agreements (SLA’s) for all vendors.

Principal Accountabilities

Vendor/Contract Management:
• Work with project managers to write requests for proposals and evaluate potential vendors.
• Negotiate contract terms that work for both the organization and the vendors, process invoices, and ensure vendors
comply with contractual terms.
• Set initial expectations; measure vendor performance against KPIs; identify areas for improvement; set expectations
for performance improvement as necessary.
• Build and maintain good relationships with vendors through strong communication and collaboration, and ensure
they are satisfied with the organization's vendor management process.
• Initiate onboarding or initial account setup and introduce vendors to direct account representatives.
• Assist with negotiating escalations and conflicts and resolve any issues that may arise.
• Determine if cost savings is possible through additional contract negotiations.
Performance and Risk Management:
• Responsible for the management of all IT outsourced vendors (Service delivery vendors) including monitoring Service
Level Agreements (SLA’s), managing incidents and working towards continuous improvement.
• Clearly define the scope of the work along with accountabilities, roles/responsibilities, and deliverables.
• Use data analytics to identify, assess, and mitigate risks associated with vendors.
• Protect confidential company and customer data by implementing consistent data-protection policies across all
vendor engagements. 
• Establish emergency plans to reduce the risk of supply chain disruptions or delivery failure.
• Assess deliverables against project objectives early and often to reduce the risk of failed or delayed delivery late in
the project.
• Ensure and confirm service delivery SLA metrics are accurate and reflect the requirements of the business.
• Identify areas where the vendor is not in compliance with contract details such as KPIs or SLAs. Collaborate with
vendors to resolve missed deadlines or poor performance.
• Partner with the internal reporting teams and participate in the annual SLA tuning for the Enterprise.
• Negotiate favorable terms with vendors; and monitor the performance of all vendors.
• Avoid or resolve disputes with vendors to avoid the need for costly litigation.
• Drive the selection and management of all Information Technology Infrastructure Library (ITIL) tools used by the
service delivery vendors ensuring that there is full integration and automation where possible.
• Establish and maintain procedures for ensuring compliance with ITIL processes along the line item around SLA metrics
• Select and implement the tools to be used for the support of the end user ticketing systems
• Responsible for full asset inventories and System Life Cycle Management for the Enterprise and plays a critical role in
planning the replacement or upgrade of systems prior to end of life or end of support.
• Collaborate with the subject matter experts in each of the infrastructure towers to manage the System Life Cycle.
• Organize and manage weekly status meetings across the spectrum of service delivery vendors to ensure seamless
delivery of services.