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Candidate must have state client experience

Work to be Accomplished

We seek an IT Contract Manager, Level III (SLA Analyst), to provide continued support of existing Service Level Agreements, in addition to standing up new SLAs, SLA processes, and tracking related to existing and new IT Service Providers. Responsibilities include maintaining the existing Service Level Program through SLA outputs, tracking incoming reports, validating data and SLA results, ensuring meeting contractual timelines, preparing SLA scorecards, maintaining trackers for inputs and outputs, and contract documentation. This position requires strong MS Excel skills, strong data management, strong organizational skills, and strong communication skills.

Primary Responsibilities

The primary responsibility will be to manage and maintain Service Level Agreements for internal and external IT Service Providers, as a part of Performance Management, with heavy data management. The Contract Manager (SLA Analyst) will work with the Performance Manager in the agency to ensure accurate and timely Performance data, primarily for Service Level and/or invoice reporting. The Contract Manager will work with a wide range of internal and external stakeholders to ensure that the supplier performance and contract management strategy is understood and that effective support for the strategy is achieved.

Shall be responsible for developing and managing strategic contracts in accordance with the Council’s vision, policies, governance arrangements, and values. Will develop and manage strategic contracts that reflect customers’ needs and take account of legislation, H&S, fraud prevention, sustainability, and workforce issues.

Operational Responsibilities

Operationally manage the specified portfolio of Customer expenditure on a day-to-day basis in line with the overall strategy, including:

Managing performance to SLAs and against KPIs.

Ensuring other contractual obligations are fulfilled, including Health and Safety and Sustainability.

Understanding the customer experience, including managing any comments or complaints.

Communication and escalation internally and externally.

Maintaining contingency plans and managing risks.

Budget management.

Service Improvements & Efficiencies

Deliver efficiencies and service improvements, leading on continuous improvement initiatives, including:

Improving the customer experience, including proactive action to prevent future complaints.

Regular benchmarking and alternative service modeling activities.

Exploring opportunities for collaboration across the public sector.

Maintaining contact with the marketplace to be aware of the latest trends and sector initiatives.

Assisting Customer to make Value for Money (VFM) choices when commissioning changes to existing contracts.

Process efficiencies and communications enhancements.

Ensuring appropriate career development and knowledge-sharing opportunities are available to staff.

Knowledge & Expertise

Possess current knowledge of business trends, government regulations, commercial business laws and regulations, software licensing practices, as well as negotiation and pricing techniques, in order to effectively negotiate contracts and to advise executive management of the contractual ramifications associated with agreements and actions contemplated by DIR. Responsible for developing and implementing a strategic direction for supplier performance, working with top leadership and senior managers across departments.

Must have rich knowledge of contracting concepts and contract acquisition law and regulations. Knowledge of Federal Government Contract types as well as State Contracts, advanced working knowledge of the FAR, and working of standard state and commercial contract terms, property, and equipment is a plus. Understand EIR Accessibility requirements and their technical specifications. Ensures the EIR Accessibility is integrated into the project lifecycle at the appropriate points (planning, design, development, test, etc.) and ensures that resources are included to implement EIR accessibility within the project.

Required Skills

10 years of experience in MS Excel – Intermediate/High

10 years of experience in Customer service skills

10 years of experience in Contract management

7 years of experience in Data management, validation, and reporting

5+ years of experience in Service Level Agreements (SLA)

5+ years of experience in Contract invoicing and billing

5+ years of experience in maintaining accurate and current contact information

5+ years of experience in preserving contract file information and/or enters contract data into contract management databases

Maintains contract file information in accordance with customer policy and procedure, including ensuring that documents are timely and correctly filed

Receives and documents timely compliance reports

Review contract data for upcoming renewal and expiration periods and updates calendar for completing all renewals and contract close-outs timely

Uploads contract-related documents and enters contract-related data into contract records database by agency policy and procedure

Provides technical assistance to program staff and contractors regarding contract procedures

Assists Performance Manager with preparation of documents for contract execution in accordance with agency policy and procedure and coordinates the logistics of routing contracts for signature with contractors

3 Provides technical assistance to contractors and agency staff on questions related to contract compliance, processing, and management

Preferred Skills

3+ ServiceNow, or other IT ticketing application

3+ ITIL foundation certification or training

3+ Previous experience with a government agency