CO
CoreSiteIT Helpdesk Manager
Manager of IT Helpdesk overseeing Tier 1 helpdesk operations and driving customer satisfaction in digital infrastructure company.
About the role
- Set and ensure adherence to a consistent governance process for large and/or higher risk IT Hardware, Software and Services suppliers
- Monitor supplier performance against SLAs and other measurement criteria; compile and communicate profiles, reports and scorecards
- Perform recurring Enterprise Business Review sessions with business/matrix partners and suppliers (quarterly or semi-annual)
- Review and revise Enterprise Agreements, SLAs, Change Orders and Statements of Work to optimize benefit and minimize risk
- Conduct or oversee reconciliation of invoices for adherence with contract terms
- Support delivery of a portfolio plan to meet business needs, improve quality and reduce costs
- Deliver action-oriented reporting to support management decision making for Global Procurement & Third Party Management
- Manage key supplier relationships in assigned portfolio using GP&TPM best practices
- Work with Global Procurement and business partners to define and execute negotiation strategies
- Act as subject matter expert on contract terms, conditions, and financials for key suppliers
- Facilitate partnerships across Legal, Information Protection, IT, and other matrix teams to follow GP&TPM practices
- Provide guidance to streamline interaction among matrix partners for approvals and contracts, especially large enterprise deals
- Assist with conflict resolution internally and with suppliers and influence contract inclusion of proper performance metrics
- Support international TPM team activities as applicable
Requirements
- A minimum of 3 years’ experience in global procurement, third party management, or Information Technology (strongly preferred)
- Bachelor’s degree in Information Technology, Supply Chain Management or a related field (strongly preferred)
- Background in IT network infrastructure, landline and wireless carriers, and contact center services (desired)
- Financial acumen
- Competence with Microsoft Word, Excel and PowerPoint (strong emphasis on Excel)
- Familiarity with Source to Pay and Risk Management tools such as Ariba and Icertis
- Experience in drafting, revising, and reviewing contracts, SLAs, Master Service Agreements and Statements of Work
- Experience in measuring and improving supplier operational performance
- Experience with healthcare industry rules around protection of PHI/PII and security framework
- Ability to define and establish new, efficient processes with appropriate controls
- Strong leadership skills and ability to inspire confidence and respect
- Strong decision making/critical thinking skills
- Strong organizational, consultative and collaboration skills; ability to influence internal and external partners
- Demonstrates negotiation and Third Party Management skills with proven success
- Strong presentation, written and verbal communication skills among various levels of leadership
- Able to facilitate
- Internet connection requirement for remote work: cable broadband or fiber optic with at least 10Mbps download/5Mbps upload
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
PG
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