Supplier Relationship Manager

DescriptionPosition SummarySAIC is seeking a Supplier Manager to join our team supporting a major state & local government customer. Essential duties of this position include:Develop, monitor, and manage relationships with Customer, Stakeholder and Supplier teams to leverage and engage Suppliers Facilitate and participate in meetings and discussions between Suppliers and the appropriate Platform and Customer ResourcesActively Manage and Track Governance Activities for Suppliers through speedy logging, tracking and resolution of risks, issues, actions and decisions. Measure Supplier performance, including Suppliers’ ability to define issues, respond and escalate appropriately, engage relevant stakeholders when required, and solve issues efficiently. Ensure thorough account management by reviewing established quality metrics, validating Supplier resource allocations are as defined and required, and ensuring Suppliers are providing the services and obligations in accordance with contracted terms outlined in their respective contracts Establish and implement quantifiable measures to monitor quality and on time delivery of Supplier’s services, contractual obligations, and deliverables, and maintain and track third-party vendor and service provider information. Establish, monitor, maintain and continually improve Platform Operating Level Agreements, between the MSI and Suppliers, and Suppliers with other Suppliers, where applicable and interdependencies apply. Facilitate bi-directional knowledge exchange between Suppliers and stakeholders by coordinating trainings and providing appropriate process and procedure documentationDevelop and maintain a repository of Supplier Contract documentation, key resources, and partnership strategy. Provide Supplier management support during problem or outage situations, including management of follow up activities through root cause analysis. Monitor and evaluate processes and work with Suppliers and Stakeholders to streamline effective crisis management and on-going support as an escalation point. Work with procurement and contract stakeholders to negotiate vendor agreement terms varying in size, scope, and type. Facilitate roadmap sessions and executive discussions with Supplier and Stakeholder teams to promote an understanding of Supplier roadmaps and strategic direction.QualificationsBackground / Experience The ideal candidate will have experience in Vendor or Contract Management, Familiarization with ServiceNOW and ITIL V3 or ITIL 4 practices, Service Modernization and deployment, and IT Operations Experience, including customer portal and Service Catalog, Operating Level Agreement Management and integrations with 3rd parties and tools.Other key attributes include:Experience with direct and indirect resources including coordination of 3rd party and vendor resources to achieve objectives. Excellent communicator and collaborator, capable of working independently and in small and large teamsAbility to lead / assist with formulation and definition of solution scope and objectives while working with a team of Analysts on service and contractual requirements and specifications.Conducts investigations of considerable complexity and resolves issues.The ideal candidate will have demonstrated experience as a service delivery manager in a state & local government environment. Experience in IT service management, vendor and/or supplier management and customer satisfaction management is a must. Experience with the management of multiple vendors, subcontractors including direct and indirect resources is preferred, as is experience in project and/or financial management.Demonstrated track record of working toward pre-determined long-range goals and objectives. Assignments are often self-initiated and/or escalated from various stakeholders. Education / Certifications / OtherBachelors and three (3) years or more of related experience; Masters and one (1) years or more of related experience.ITIL certification preferred (Foundation or above)Strong attention to detail and organizational skills. Excellent communications skills in a customer-facing role, preferred.Strong skills with MS Office products and Microsoft SharePoint, ServiceNow and/or Service Management Toolsets, preferred. Experience with Contract Management, preferredJob Field: Program ManagementTravel: No