Columbus, OH

Job Type
Contract Full-Time

Pay Rate

Members of the End User Services Field Services team are responsible for policy, governance and oversight of all firm-outsourced vendors and resources related to dispatch vendor. They work with internal IT teams (both within and external to End User Services) as well as with the vendor teams themselves.

Responsibilities include:
• Identify and drive best practices, standardization, report automation, and process improvement across all aspects of Vendor Management.
• Serve as point of escalation for issues related to vendor performance.
• Contract Management – Responsible for general oversight/governance of vendor contracts for Dispatch Vendor
• Assist in preparing communications, processes, reporting, and program outputs as needed.
• Act as central point of contact for dispatch vendor and create successful relationships with vendor contacts at all levels of the organization. Provides escalation point to resolve contractual/operational issues
• Drive ongoing process improvement to deliver increasing operational efficiency in all vendor processes
• Knowledge Mgmt Process - Review and validate technical solutions; also provide feedback to improve the knowledge repository

• Customer service mindset; solid interpersonal skills and integrity
• Proficient analytical qualities to measure vendor performance.
• Excellent analytical, problem solving, and project management skills
• Ability to perform in a fast-paced, goal-oriented, and time-sensitive environment
• Demonstrated ability to manage multiple projects - prioritization, planning and task delegation
• Experience with budget control, performance analysis and contract management.
• Exceptional people skills, exhibiting the ability to work comfortably with individuals at all levels within the company.
• Managing change in a complex environment.
• Analyze reports produced by vendors and identify trend information; ensure all reports are accurate and delivered in a timely manner.
• A minimum of 5-7 years of progressive vendor management or related experience
• Knowledge of vendor performance metrics.
• Experience in managing Corporate IT Hardware, Software and Services vendors through metrics, SLA’s and QBR’s.
• Broad knowledge base and experience in developing and implementing policies, procedures, workflow processes, forecasts and strategic objectives to increase operational efficiencies and profitability

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