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Position Overview
Apex Systems is seeking a detail‑oriented Contracts Service Delivery Manager to serve as the primary liaison between our organization and the Managed Service Provider (MSP). The role will manage the full lifecycle of vendor contracts, ensuring delivery aligns with agreed‑upon SLAs and performance expectations. The Manager will work closely with internal stakeholders and the MSP to drive accountability, continuous improvement, and exceptional service delivery.
Essential Functions
- Service Delivery Management
- Provide MSP oversight, ensuring disruptions to service are resolved quickly with minimal impact.
- Analyze problem trends and ensure root cause elimination.
- Proactively identify opportunities to optimize processes, implement new technologies, and enhance service delivery efficiency.
- Track and follow up on continual service improvement items.
- Participate in critical production issues to ensure timely resolution and communicate with vendor and leadership.
- Manage internal escalation communications to buffer impacts.
- Respond to business inquiries and provide updates as needed.
- Provide 24x7 on‑call support to the MSP as needed and serve as the highest level of engineering escalation.
- Lead technical and tactical teams when necessary and oversee design, implementation, and maintenance of technical systems and solutions by the MSP.
- Documentation
- Ensure knowledge articles for assigned tower are accurate and available.
- Produce root cause analysis reports in a timely manner and obtain approval from appropriate leaders.
- Maintain accurate CMDB data for the assigned tower.
- Document and provide weekly/monthly performance metrics to Tower leads.
- Vendor Relationship Management
- Liaise with the MSP and other service providers (e.g., Dell, Microsoft) to ensure timely delivery of services and resolution of technical issues.
- Monitor vendor performance, ensure SLAs are met, and suggest improvements.
- Ensure vendor is optimizing processes, implementing best practices, and leveraging technology to enhance efficiency.
- Ensure training and resources are available for MSP success.
- MSP Billing
- Review and approve MSP billing through RUs and other mechanisms promptly.
- Escalate billing issues for quick resolution to facilitate forecasting and budgeting.
- Ensure accurate and transparent data for billing and operational purposes.
Benefits (Contract Employee of Apex Systems)
- Health, Dental, Vision, Life Insurance, Short Term Disability
- Hospitalization Coverage
- Direct Deposit
- Weekly Pay Periods
- Training and Development Programs
- 401(k) Retirement PlanReferral Program
EEO Statement
Apex Systems is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy and related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, protected veteran status, disability, or other characteristics protected by law. Apex considers qualified applicants with criminal histories in a manner consistent with applicable law.
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