IT Vendor Relations Manager (100% Remote)

Who we are:

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.

For more information about our services please visit clearcaptions.com .

Position Summary:

The IT Vendor Relations Manager focus specializes in managing the relationship and performance of information technology vendors contracted for the delivery of outsourced services. Activities focus on fulfilment of contractual obligations including incident management, software licensing, software/hardware upgrades and system maintenance. The IT Operations group manages the activities associated with providing technical services for computer hardware or networked systems to internal customers. Identities, prioritizes and resolves reported problems utilizing internal employees or outsourced service providers.

This is a Remote/Work from Home position reporting to the Director of Technology Operations.

What you will do:

• Manages the relationship and monitors performance of information technology vendors contracted for the delivery of outsourced services.
• Works closely with the information technology user groups and contracted service providers to assess internal needs and vendor performance.
• Establishes and monitors service level agreements and ensures appropriate credits are applied based off the Ma s ter Service Agreements
• Audits contractual compliance solicits feedback from users and communicates scorecards to vendors.
• Coordinates lifecycle activities such as incident management, compliance audits, software licensing and software/hardware upgrades and maintenance.
• Performs cost and spend analysis to identify cost effective solutions for existing and future contracts .
• In partnership with others within the organization, research and conduct internal reviews p rior to starting and working towards a renewal or new contract .
• Perform contract negotiations for pricing and term with existing and new vendors.
  
  

The kind of people we look for:

• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment
• Innate problem solvers who want to grow in a flexible, collaborative culture
• Takes initiative, pushes boundaries, motivated to innovate
• Talented individuals with a growth mindset who want to use their learning and relationship-building skills
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality
  
  

Qualifications :

• Bachelor's degree or equivalent practical experience within IT or a Technical business.
• 5 years of experience in IT Operations or IT Business Management and Vendor Management.
• Experience with problem-solving using Analytics or applying Project Management tools.
• Experience in cost, quality, and relationship management. Strong analytical and structured problem-solving skills.
• Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.
• Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.
• Strong analytical, planning, and budgeting skills . Ability to influence others.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills , self-directed andable handle multiple priorities with demanding timeframes .
• Ability to work collaboratively with colleagues and staff to create high -quality results -driven, team-oriented environment.
• D emonstrated ability to use discretion,make sound decisions ,and maintain confidentiality .
• Willingness and ability to work flexible hours and travel (up to 10% ); will include some overnight travel.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)
  
  

Preferred qualifications:

• This position requires a strong technical background and is involved in day-to-day activities surrounding vendor performance.
• Project Management certifications such as Project Management Professional (PMP), Six Sigma, etc.
• Experience in Technical Risk and Change Management.
• Experience in reviewing technical contracts, working directly with the technical management team and business owners within the business.
• Ability to build strategic stakeholder relationships in an environment that is sometimes ambiguous and susceptible to changing needs.
• Ability to analyze opportunities, define successful approaches, and proactively solve problems.
• Ability to drive complex programs across organizational structures while balancing the day-to-day tactical needs of the program.
  
  

Physical Demands:

Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (40-60%)
• Viewing computer monitor, tablet and cell phone screen requiring close vision (95-100%)
  
  

Work Environment:

100% Remote: Work environment is at home.

Compensation :

$90,000 - $101,000 prospectively plus 5% variable pay with consideration to experience and geographical location . Please see www.clearcaptions.com/careers for an overview of our generous benefits program.

Intrigued to learn more?

When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like.

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Disclaimer:

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

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