Job Description
The IT Vendor Management Administrator will play a critical role in managing and maintaining the LDA's IT infrastructure, information services, business solutions, and web applications.
Vendor Management Responsibilities
* Serve as the primary point of contact between the LDA and outsourced IT systems and service providers.
* Manage productive relationships with IT service providers.
* Administer vendor agreements, ensuring compliance with agreed service levels (SLAs) and key performance indicators (KPIs).
* Monitor vendor performance against SLAs and KPIs, identifying gaps and addressing issues proactively.
* Develop and maintain processes for tracking and reporting vendor performance metrics.
* Conduct regular service review meetings with vendors to evaluate performance and resolve issues.
* Work closely with internal stakeholders to understand IT needs and communicate them to vendors.
* Administer IT vendor onboarding and offboarding.
* Assist in contract renewals, amendments, and service improvements.
Operations Management Responsibilities
* Ensure the IT service providers provide responsive and effective support to users within SLA.
* Escalate and resolve issues with vendors promptly to minimise impact on operations.
* Monitor the performance of IT infrastructure, systems & services to ensure continuous availability to the LDA across multiple service providers.
* Develop and maintain processes for tracking and reporting system & service performance metrics.
* Write and maintain Standard Operating Procedures for all aspects of IT Operations, and measure their effectiveness.
* Monitor system service level agreements (SLAs), ensuring service providers meet performance and availability targets.
* Administer IT invoice processing and track spend against purchase orders & budgets.
Reporting and Analytics Responsibilities
* Prepare regular performance reports for internal stakeholders.
* Analyse trends in service delivery to identify areas for improvement.
* Present findings and recommendations to senior management.
* Provide regular updates on vendor service performance, risks, and opportunities for improvement.
Governance Responsibilities
* Ensure vendors adhere to public sector regulations, including GDPR and other relevant standards.
* Ensure vendors adhere to LDA policies and processes, and measure their effectiveness.
* Assess and mitigate vendor-related risks, coordinating with vendors to monitor and report on agreed controls.
* Collaborate with vendors to maintain resilience & business continuity plans.
Requirements
The successful candidate will have:
* A minimum of 5 years' experience in a commercial or public sector corporate environment.
* Proven experience in vendor management, performance monitoring, contract and billing administration.
* Proficiency in reporting tools and data analysis for performance monitoring.
* Strong understanding of IT outsourcing models, SLAs, KPIs and best practice service delivery.
* Solid understanding of key performance methodologies and quality metrics.
* Familiarity with ITIL principles & experience in an ITIL service environment.
* Experience in managing outsourced services.
* Excellent negotiation, communication, and relationship management skills.
* Knowledge of regulatory and compliance standards.
* Experience contributing to IT operations solutions.
* Strong technical understanding.
* Degree to bachelor level or other related third-level qualification.
Desirable Skills
* Knowledge of regulatory and compliance standards such as ISO, GDPR, etc.
* Project Management Certification e.g. Agile, PMP, Prince2.
* Understanding of IT security and licensing best practices.
* ITIL certification.