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Complete Description:

Assist multiple service delivery managers in vendor oversight of the IT infrastructure managed services contract.

• Assist Service Managers in vendor oversight duties.

• Assist in the oversight of cross functional services using the Information Technology Infrastructure Library (ITIL) framework

• Review service level agreement results

• Review vendor invoices

• Oversee escalated IT infrastructure support issues when standard support processes fail to achieve the desired results

• Understands best practices in service management including contract and vendor management in an IT outsourcing or shared service environment

• Knowledge and experience with utilizing the ITIL framework

• Knowledge and experience with Microsoft Exchange

• Skilled in oral and written communication as it pertains to interpreting technical information and business needs.

• Demonstrated ability to work with management, customers, and vendors to resolve problems.

• B.S. degree in Computer Information Systems or demonstrated equivalent (education and/or equivalent work experience)

• ITIL Foundations certification or equivalent proven  knowledge and experience

•  Experience in State/Agency is a plus

Skills: