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Job ID: 1925702
Location: RICHMOND, VA, United States
Date Posted: Nov 14, 2019
Category: Program Management
Subcategory: Program Mgmt
Shift: Day Job
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
SAIC is seeking a highly motivated IT Service Integration Supplier Manager with experience in managing ITIL processes including service performance in a multi-supplier environment. The Supplier Relationship Manager (SRM) is a comprehensive, multilayered role as part of our Multisource Service Integration (MSI) organization supporting the implementation and management of IT service delivery, operations and performance metrics for multiple suppliers, supporting our client and their customers.
The successful candidate will be responsible for applying subject matter expertise to the transition and delivery of the performance management processes by providing oversight of performance metrics, service levels, and continual service improvements. The SRM will act as a suppliers single point of contact working in concert with other SRM’s in the Operations and Governance of IT Service Delivery functioning as the suppliers and customers advocate to include establishing methods for dispute resolution and mitigation of risks while representing the clients’ integrated solution(s) that aligns the technical, business and service elements together for optimization and efficiencies.
Understand the customer’s business and the impact of IT service management delivery on its ability to succeed
Understand contractual obligations and contract change processes
Support the gathering and documentation of performance management requirements, including data collection, analysis, reporting, and service level management.
Analyze data and identify trends which indicate risk in achieving customer's business objectives.
Coordinate the development of new and changed services with the Supplier
Provide information and analysis to support decisions to optimize the performance of services, managed service providers, and processes to create and increase value for the customer.
Support the generation of performance metrics presentations and analysis for governance forums.
Experience in providing the assessment of client requirements and integrated technical, business and service solutions.
Strong solution design experience, business expertise, and commercial acumen.
Excellent communication and writing skills and be customer service-oriented
Leader in Performance Management and continual service improvement, measurement, and reporting methodologies
Skilled at working collaboratively in a complex environment and driving performance achievement and improvements
Experience in Service Integration and Management implementation and operations
Proficient with ServiceNow applications of Incident, problem, change and request, CMDB and SLM
Performance driven mindset of service excellence and customer satisfaction
Successful teamwork experience and demonstrated communications abilities
Minimum 5 years of relevant work experience and leadership in IT Performance Management or related ITIL disciplines
Work location flex work with 20% travel locally in Richmond, VA area
SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability