Contracts Service Delivery Manager
Apex Systems
Contracts Service Delivery Manager
Apex Systems, a World-Class Technology Solutions Provider, is seeking applicants for the below position on behalf of our client. Please apply if interested and qualified. Please note that only qualified candidates will be contacted.
Position: Contracts Service Delivery Manager
Location: Miami, FL - Onsite 3x a week
Duration: 6 month contract with potential extension or conversion
Position Overview: We are seeking a detail-oriented Contracts Manager with a strong background in Managed Service Provider (MSP) oversight to join our client’s team. The ideal candidate will serve as the primary liaison between our organization and the MSP, managing the full lifecycle of vendor contracts and ensuring delivery aligns with agreed-upon Service Level Agreements (SLAs) and performance expectations. This role 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 that disruptions to service are resolved quickly and with minimal impact to users. Ensure problem trends are analyzed, and actions are taken by the MSP to document and eliminate the root cause. Proactively identify opportunities to optimize processes, implement new technologies, and enhance service delivery efficiency. Track and follow-up on continual service improvement items by the MSP. Participate in critical production issues to ensure appropriate and timely resolution and communication to vendor and leadership. Manage communications around internal escalations to buffer impacts. Respond to business inquiries and provide updates as needed. Provide 24x7 on-call support to the MSP as needed and act as the highest level of engineering escalation for issues encountered. Provide system support and troubleshooting expertise as needed. Lead technical and tactical teams when necessary. Oversees the design, implementation, and maintenance of technical systems and solutions by the MSP, ensuring alignment with organizational goals.
Documentation: Ensure knowledge articles for assigned tower are accurate and available. Ensure root cause analysis reports are created in a timely manner and reviewed/approved by the appropriate leaders. Ensure CMDB data is accurate for the assigned tower. Document and provide weekly/monthly performance metrics to Tower leads.
Vendor Relationship Management: Liaise with MSP, other TSDM's, other service providers (i.e. Dell, Microsoft, etc.) to ensure the timely delivery of services and resolution of technical issues. Monitor vendor performance, ensure SLAs are being met, and suggest improvements. Ensure the vendor is optimizing processes, implementing best practices, and leveraging technology to enhance efficiency via automation, and follows all Carnival operational and security procedures. Ensure MSP has the training and resources to be successful.
MSP Billing: Review and approve MSP billing via RUs, etc. in a timely manner. Escalate issues and quick resolution to facilitate billing. Ensure Carnival data is accurate and transparent.
*Please note that as a contract employee of Apex Systems, benefits include the below with employee contribution*
- Health
- Dental
- Vision
- Life Insurance; Short Term Disability
- Hospitalization Coverage
- Direct Deposit
- Weekly Pay Periods
- Training and Development Programs
- 401k
- Referral Program
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.