IT Vendor Performance Manager

Job Number: 7577

External Description:

Job Summary

The Vendor Performance Manager is responsible for the performance of the services by the Service Provider. Acts as a technical and functional subject matter expert, as well as an expert in the analysis, interpretation and presentation of performance measures to enable senior leadership to understand process performance, report progress against targets (SLA's), and proactively manage service delivery in alignment with the performance expectations of the organization.

Key areas of this role will include:
Contracted Deliverable Administration, Performance Management, Issue Management, Service Level Management, Governance, Relationship Management, Invoice Management.

This is a "Project" position designed to support project work for a limited duration. While the exact duration of the project is yet to be determined, we currently anticipate a period of 3-5 years based on business needs at the present time following which you will separate from the Company. It is important for you to understand that this period may be shortened based on business needs in the future at which point you will separate from the Company.

It is also important for you to understand that this employment is of a limited duration and that you will not be entitled to separation benefits under any PSEG plan at the time you separate from the Company. Director Level approval and waiver will be required for you to bid on other PSEG opportunities within the first 3 years of assignment.

From year 4 through the end of your assignment, Director level approval and waiver will not be required. If your assignment ends prior to the anticipated timeframe based on business needs, you will be allowed to bid on other PSEG opportunities without Director level approval from the time you are notified your assignment will be ending through the end date of the assignment.

Job Responsibilities

• Management & Administration of Contracted Deliverables:
  Manage contract deliverables and administrative requirements including: creation of the Deliverables and Obligations tracker; review of contract-sensitive aspects of proposed new work; negotiation activities; management of contract-required approvals, authorizations, consents, and notices; and management of correspondence.
• Performance Management:
  Manage the aggregate performance metrics reported at the management and Executive Committees. Conduct comprehensive supplier relationship/performance reviews and reports on all aspects of Provider Relationship Management. Conduct regular service reviews; manage and audit Service Provider performance and productivity relative to Service Levels. Ensure all terms and conditions of the agreement are satisfied, contractual constructs are fit for purpose and mitigate any risk exposures;
  
  work with the Strategic Provider to progress the goals and objectives of the set of agreements.
• Issue Management:
  Act as point of escalation for contracted service level related issues that arise at the service delivery level. Maintain and track status of all services engagement-related issues from initiation through resolution. Types of issues include contract, invoice, service issues, and other issues that may arise in the relationship. Participate in ongoing continuous improvement processes to mitigate issues and risks. Function as the main point capture and facilitate the resolution of escalated issues in a consistent/structured way, encouraging issue resolution at the lowest levels of the organization, and escalation following a pre-defined path.
• Service Level Management:
  Manage contracted service delivery against agreed service levels. Included receiving, reviewing, and validating service level reporting as provided by supplier, in conjunction with service delivery teams. Capturing service level misses and discussing with supplier, and creating plans for improvement where needed. Review service level against invoicing to calculate compensable targets for credits due back form supplier for performance misses, or credits earned by supplier for positive performance.
• Governance & Relationship Management:
  Managing established touch points…