Service Desk - Vendor Relationship Manager

Purpose of the role: To ensure the Service Provider*s Client Management services are in line with contractual and business requirements Role Responsibilities:

* Manage the Service Provider*s Service deliverables in line with contractual obligations within the area of Client Management.

* Track reporting information produced for compliance against delivery of timely information and compliance to SLA*s and KPI*s

* Ensure Service Provider*s Managed Service manage the incident and service escalation process * Ensure that service reviews with Service Provider*s Managed Services happen and the process is reviewed by service for all Territories and Locations

* Attend Transition Program, Operation, and Service Review meetings as requested by 3rd party from time to time * Ensure the escalation process for Service Provider*s Managed Services is managed correctly * Contribute, review and ensure delivery of service improvement plans for Service Provider*s Managed Services. * Act as a focal point in terms of relationship management to Service Delivery, business partners and other Client Services resources * Actively promote a service culture within outsourced service model

Working knowledge of: * Patch Management (i.e. Operating System Patch distribution; test and implement routine updates) * Hardware imaging * Virus, Malware, Adware * SMS * Group Policy Orchestrator * Green IT

General Skills Required: * Detail and Process oriented * Knowledge of ITIL Problem Management process. * Knowledge of system Change Management processes. * Experience of trend and root cause analysis. * Understanding of systems criticality and the business impact of failure.

IT Professional Skills required:

* Understand Customer Requirements * Customer Satisfaction Management * Service Management (ITIL) * Operations Management * Service Level Management * Working knowledge of the technologies/applications supported/developed by Service Provider * Knowledge of system Change Management processes

Start 3/1/2010 Duration: 6 months

If you are interested in learning more about this position, please send resume to:

Mike Toohey - 203-315-1197

mtoohey@contractstaffingrecruiters.com