Complete Description:
Assist multiple service delivery managers in vendor oversight of the IT infrastructure managed services contract.
• Assist Service Managers in vendor oversight duties.
• Assist in the oversight of cross functional services using the Information Technology Infrastructure Library (ITIL) framework
• Review service level agreement results
• Review vendor invoices
• Oversee escalated IT infrastructure support issues when standard support processes fail to achieve the desired results
• Understands best practices in service management including contract and vendor management in an IT outsourcing or shared service environment
• Knowledge and experience with utilizing the ITIL framework
• Knowledge and experience with Microsoft Exchange
• Skilled in oral and written communication as it pertains to interpreting technical information and business needs.
• Demonstrated ability to work with management, customers, and vendors to resolve problems.
• B.S. degree in Computer Information Systems or demonstrated equivalent (education and/or equivalent work experience)
• ITIL Foundations certification or equivalent proven knowledge and experience
• Experience in State/Agency is a plus
Skills:
Skill
Required / Desired
Amount
of Experience
ITIL framework
Required
3
Years
understand service management including contract and vendor management in IT outsourcing or shared service environment
Required
5
Years
Microsoft Exchange
Required
3
Years
interpreting technical information and business needs
Required
5
Years