Summary
Our client, a large utility organization, is seeking a Program Manager to support IT vendor governance and service management. This role oversees managed service provider (MSP) and vendor performance, contract compliance, and service delivery. It also manages risks tied to outsourced IT services and reports operational health to business and IT leadership. The ideal candidate is a strong communicator and problem solver with a background in program, project, or contract management.
Job Responsibilities
In this role, you will manage and support a variety of projects within the IT Outsourcing and Vendor Management department. Key responsibilities include:
- Overseeing vendor performance and service delivery governance
- Administering outsourced service contracts in partnership with Procurement and Legal
- Coordinating between business stakeholders and vendors
- Reporting on risk, compliance, and operational health
Essential Job Duties and Job Functions
Develop and implement IT outsourcing policies, standards, and procedures aligned with IT strategy
Administer contracts for outsourced services (e.g., help desk, data center operations) in partnership with Procurement and Legal
Analyze and report on vendor performance
Manage vendor relationships and ensure vendors meet business and contractual requirements
Oversee service delivery governance and contract compliance
Facilitate resolution of operational and application service issues with vendors
Identify risks associated with outsourced services and establish appropriate controls
Report operational health and service performance to business and IT leadership
Support project execution, including objectives, timelines, risks, milestones, deliverables, and budgets
Manage short- to mid-term projects with responsibility for costs, methods, and outcomes
Contribute to new processes, standards, and operational plans
Exercise independent judgment, negotiate resolutions to issues, and make recommendations on scope and strategy
Coordinate and, on occasion, lead negotiation of NDAs with customers and suppliers
Help establish and maintain standard terms and conditions for purchase and sale of products and materials
Knowledge and Skills
Program and project management skills
Strong written and verbal communication skills
Strong problem-solving skills, including resolving atypical challenges with ingenuity and resourcefulness
Broad knowledge of project, program, and contract management
Familiarity with company policies, procedures, and practices, plus accounting and budgeting policies and practices
Broad knowledge across related IT disciplines and deep familiarity with IT outsourcing management
Ability to provide contract policy counsel to management
Basic system analyst experience with SAP IS-U (Industry Solution for Utilities) is a plus
Education and Experience
1-3 years of experience in program, project, or contract management
Bachelor’s degree in Business, Management, Engineering, or a related field, or an equivalent combination of education, training, and experience