Senior Manager IT VMO

  • Company: American Express Global Business Travel
  • Location: Phoenix, Arizona
  • Posted: December 21, 2017
  • Reference ID: J-32566
The role of the Senior Manager, IT VMO, is to provide the means to measure the improvement of Technology's performance through the use of managed services, to integrate vendors' processes with GBT IT performance management processes and to ensure that there is a fact-based view of vendor performance.

The role of the Senior Manager is to ensure that managed services vendors are meeting or exceeding the performance levels specified in the contract terms and to monitor the achievement of value intended from the sourcing arrangement. This role is responsible for monitoring service level agreement (SLA) performance and supporting resolution efforts when issues arise. The Senior Manager works with IT leaders and the vendor(s) to establish and measure key performance indicators (KPIs) and other metrics that add value to the relationship and support continuous service improvement.

This position is responsible for GBT's Service Level Management process, performance reporting to the applicable governance bodies, and other functions which contribute to continually improving vendor performance and achievement of Technology's planned benefits from the managed services relationship.

The Senior Manager has significant interactions with GBT IT solution and service delivery leaders and the vendor's account management/PMO functions that generate required performance reporting per the managed services agreements.

Key Responsibilities

Primary responsibilities of this position are related to enabling effective performance oversight for managed services vendor(s):

  • Define and direct the performance management strategy, SLA Management and reporting processes and tools for all in-scope services
  • Perform quality assurance reviews of managed services programs
  • Analyze and maintain performance-related dashboards as well as service performance analytical methods and practices
  • Agree with vendor on data sources and ratify calculation methods for service levels; work with IT colleagues to provide appropriate vendor access to GBT systems where source data is housed
  • Track, verify and validate service performance levels and data provided by the vendor
  • Prepare periodic (e.g., quarterly, annually) plans including financial and performance metrics for the delivery of services and products by in-scope vendors; prepare periodic reports that support evaluation of vendor performance including attainment of objectives and improvements contemplated in a service improvement plan
  • Work with the Relationship Managers to ensure that requests for vendor services are properly processed and authorized and that associated deliverables and obligations are properly delivered at acceptable levels of quality
  • Oversee the vendor's execution of contractual Customer Satisfaction Survey requirements, including GBT review of proposed survey questions; ensure that results are accurately reported to the appropriate governance bodies for review and follow up action identification, tracking and resolution
  • Work with GBT solution and service delivery managers to identify and track non-contractual service performance metrics of value to IT and business partners for in-scope services
  • Conduct service level agreement (SLA) reviews at least annually to determine whether the specified service level metrics and measures are continuing to meet the needs of GBT IT and business partners
  • Establish and manage the overall budget, and sub-budgets, the managed services contract spend
  • Understand the business case for all in-scope Application Development projects and major enhancements in terms of financial viability and expected benefits
  • Establish and lead the Invoice Verification and Payment process, including investigating variances in forecasted expenses or usage, auditing, monitoring and reporting invoice submission compliance
  • Ensure adherence to the invoice validation and verification process including the supporting processing workflow, invoice review practices and maintenance of approval and payment status
  • Validate service credits and earn backs; establish and manage the process for periodic true ups
  • Manage and track all monthly invoices, charges and credits related to vendor services to ensure accuracy of service provider charges, retained expenses and pass-through expenses
  • Facilitate timely approval of invoices and payment to vendors
  • Provide regular financial reporting of data related to the in-scope vendor relationship(s), including budgeted vs. actual expenses, forecasts to actuals, etc.; develop, create, analyze and publish reports depicting historical trends
  • Lead post-implementation business case reviews for financial value realization for managed services-led projects and major enhancements
  • Monitor financial results of contractual action plans resulting from critical service performance failures (e.g., erformance credits). Implement procedures to execute sound ordering and billing activities for vendor products and services as needed.
  • Establish and maintain the internal charge back, or show back, process and mechanisms

Candidate Qualifications

The successful candidate for this position will have the following experience and expertise:
  • 7+ years experience in IT Vendor Management
  • Experience with and significant knowledge of IT outsourcing and performance management methods, calculations and best practices in particular
  • Proven expertise in and significant experience with a managed services environment and relationship
  • Strong knowledge of all aspects of the IT functional area being sourced
  • Financial management experience, ideally with a large services contract
  • Thorough understanding of the financial section of the in-scope contract(s)
  • Proven analytical and problem-solving abilities
  • Demonstrated ability to effectively prioritize and execute tasks under time pressure
  • Proven project management skills; experience in business systems and process planning
  • Excellent written and oral communication skills; ability to present ideas in business-friendly and user-friendly language
  • Excellent facilitation and interpersonal skills; team-oriented, collaborative leadership skills and ability to lead colleagues informally
  • Highly self-motivated and directed
  • Strong customer service orientation

United States>Arizona>Phoenix

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