Senior Manager, IT Services Delivery

US-IL-Downers Grove
Job ID
2017-94124
Institution
Adtalem Global Education
Department
Information Technology
Employment Type
Regular Full-Time
FLSA Status
Exempt

Opportunity at a Glance

As the IT Service Delivery Manager, your will be responsible for the ongoing services that are delivered in support of the organization’s strategic goals.  You oversee and manages IT vendor governance and monitor performance standards/metrics at an enterprise level.  You function as the point person for all IT services and daily operations and monitor the vendor service level agreements against contract terms.  You serves as the primary liaison between IT vendors and the organization.  You work with IT Leadership and participate in the development and execution of our three- year IT strategy.  You facilitate regular communication concerning IT services to ensure key performance indicators are achieved and maintained.  Acting as the primary contact, you own the daily relationships and communication with business partners and vendors.

Responsibilities

Strategic Vendor Management

  • Participate in vendor-sponsored events which focus primarily on future products and services, industry trends, vendor strategic direction and similar topics.
  • Facilitate periodic vendor briefings with internal staff to discuss new products and services.
  • Meet regularly with internal staff to keep apprised of strategic direction and how it would be supported by current and future vendor relationships.

Relationship Management

  • Manage the vendor on-boarding process and ongoing vendor relationships.
  • Assist in establishing SLA and metrics dashboard including quality measurements. Regularly reviews and evaluates internal and external Service Level Agreements to identify areas of improvement.
  • Drive ongoing process improvement to deliver increasing operational efficiency.
  • Facilitate the resolution of escalated vendor-related issues.

Agreement Negotiation

  • Manage the review and negotiation of all IT vendor agreements.
  • Leverage agreements, and consolidates multiple agreements to improve pricing and increase efficiencies.
  • Serve as liaison between IT and the Business Services Unit (i.e. contracting, procurement, accounting).
  • Maintain agreement repository/history.
  • Ensure vendor compliance to agreement terms and conditions, company policies, standards, etc.

Process and Procedures

  • Manage vendor score-carding and monitoring of stakeholder satisfaction.
  • Ensure vendor partners are effectively managed and contracts are fully leveraged.
  • Manage the Requests for Proposal process (RFP).

Benefit Delivery

  • Reduction of IT related costs.
  • Improved quality and reliability of IT related services.
  • Improved communication between IT and vendors.
  • Improved audit and regulatory compliance.

Strategy

  • Participate in the development of the IT 3 year strategy.
  • Responsible for ensuring all IT vendor’s solutions align with the IT 3 year strategy.

Completes other duties as assigned.

Qualifications

Critical features of this job are described under Essential Duties and Responsibilities. They may be, however, subject to change at any time due to reasonable accommodation or other reasons.

 

  • Bachelor's degree in Information Technology, Computer Science or a related field.
  • 5+ years of experience in vendor management or procurement.
  • 5+ years of varied overall IT experience including IT operations, IT Service Delivery, Disaster Recovery / Business Continuity.
  • 5+ years IT management experience with proven strategic leadership, business relationship management, IT finance and IT service management skills.
  • Experience in in creating and defining complex operational processes and procedures.
  • Experience in deploying and utilizing mature IT risk management methods and methodologies to gauge overall business risk and business impact.
  • Able to work in a high activity/fast paced environment while managing associated stress.
  • Possess excellent organizational skills and ability to work independently.
  • Able to handle ambiguity and handle multiple assignment.
  • Demonstrates ability to define and manage processes.
  • Knowledge of industry best practices in IT operations.
  • Strong written communication and meeting facilitation skills.
  • Ability to mentor and develop staff.
  • Ability to build and maintain effective working relationships with all levels of management and staff.
  • Strong analytical skills.


We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today.

Who We Are

The purpose of Adtalem Global Education is to empower students to achieve their goals, find success, and make inspiring contributions to our global community. Adtalem Global Education Inc. (NYSE: ATGE; member S&P MidCap 400 Index) is a leading global education provider and the parent organization of Adtalem Educacional do Brasil, American University of the Caribbean School of Medicine, Becker Professional Education, Carrington College, Chamberlain University, DeVry University and its Keller Graduate School of Management, Ross University School of Medicine and Ross University School of Veterinary Medicine. For more information, please visit adtalem.com.

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