Service Delivery Execution Specialist

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Eagle is currently seeking a Service Delivery Execution Specialist for a one (1) year contract opportunity, scheduled to begin immediately.

Key Responsibilities

The successful candidate will be responsible for:

  • Providing knowledge and drive ongoing value from vendor through sourcing events, contract changes, reviews and contract implementation, always working in collaboration with service owners, project owners;
  • Collaborating with internal stakeholders including operations service owners and project owners, Supply Chain Management, and Business Partners to execute established practices for vendor interaction;
  • Minimizing and mitigating adverse risks (commercial, operational, legal, regulatory, etc.);
  • Ensuring compliance of vendor agreements to established vendor management practices (i.e. articulation of playbooks, service levels, deliverables, etc.);
  • Conducting operational duties in alignment with internal and external policies, standards, and processes for vendor interaction, service owner execution and project delivery;
  • Leveraging and supporting the maintenance/enhancement of tools for use in analytics and performance management tools (scorecards and dashboards);
  • Ensuring the collection, consolidation, and communication of reporting and data on vendor and client performance, risk, and relationships to key stakeholders and vendors;
  • Working with procurement to participate in the roll out of collaborative sourcing, including pre-proposal (RFIs), RFP, and post-award implementation where required;
  • Working with the service management office to implement new service management approaches with vendors;
  • Supporting the sharing of knowledge, best practices and learning within the field of execution management;
  • Providing feedback to the transformation team on the suitability of any artifacts, including playbooks, collaborative sourcing templates, or any process documentation;
  • Documenting the outcome of the any pilots of new processes and in the case of stabilization of new processes, track exit criteria and drive execution to achieve the exit criteria;
  • Seeking out feedback on performance of the vendor and services supplied;
  • Assisting the vendor management office as required to provide feedback of vendor performance against contracts;
  • Taking guidance from the VMO on matters relating to contract compliance and implementation;
  • Adhering to the established communication process with vendors, including what information should be communicated, when and by whom, to ensure that appropriate leverage is preserved;
  • Managing the measurement and reporting of vendor performance, service owners and project owners, including the development of evaluation tools based on requirements, and the creation of scorecards and dashboards that will accurately present this data;
  • Ensuring that the metrics used to evaluate performance of vendor services and project delivery are properly tied to business outcomes and bias-free, and that the associated communications around these metrics are clear;
  • Executing integration of vendors to deliver services in a cohesive and efficient manner;
  • Identifying and managing vendor risks that can lead to financial losses, business disruptions, and regulatory interventions;
  • Managing service requests in alignment to the established approach to requesting new services;
  • Supporting a range of initiatives and relationships varying in scope, complexity, and criticality;
  • Independently and collaboratively delivering assigned initiatives with guidance and direction from management as necessary;
  • Carrying out complex work, generally requiring medium to long term focus; and,
  • Developing processes and roll-out of enterprise technology vendor management to employees.

Skills and Qualifications

The qualified candidate must have:

  • A Bachelor's Degree in a related field (business, supply chain management, computer science, or similar);
  • Seven plus (7+) years of professional experience in Vendor Management, IT Service Delivery, or Supply Chain Management with an IT focus;
  • Proven leadership experience with/or managing global IT vendors;
  • Strong base understanding and capability to explore market knowledge, developments and trends related to current offerings and the vendor landscape;
  • Experience identifying and promoting efficient means of monitoring and measuring vendor performance;
  • The ability to communicate key messages related to collaboration with vendors and internal teams, driving alignment, delivering value, managing risk, optimizing resources and managing performance;
  • Strong analytical, problem-solving, and reporting skills;
  • Detail oriented with strong organizational and time management / multi-tasking skills;
  • Demonstrated relationship management skills with experience interacting effectively with a variety of stakeholder groups;
  • Demonstrated success providing excellent customer service to clients;
  • An MBA is a definite asset;
  • Information Technology Infrastructure Library (ITIL) experience desired;
  • The following supporting professional qualifications are considered assets:
    • AOP (Accredited Outsourcing Practitioner);
    • VMO (Vendor Management Office) Standard Certification;
    • SIAM (Service Integration and Management) Certification;
    • CGEIT (Certified in the Governance of Enterprise IT) Certification;
    • PMP (Project Management Professional) Certification;
    • TOGAF (The Open Group Architecture Framework) Certification;
    • ITIL (Information Technology Infrastructure Library) Certification;
    • COBIT (Control Objectives for Information and Related Technologies) Certification;
    • CRM (Certified Records Management) Certification; and,
    • Other certifications related to procurement, supply chain management, and contract management.

Don’t miss out on this opportunity, apply online today!

We would like to thank all applicants for their interest; however, only candidates under consideration will be contacted.  Please note that your application does not signify the beginning of employment with Eagle and that employment with Eagle will only commence when placed on an assignment as a temporary employee of Eagle.

  • Posted On: October 10, 2018
  • Job Type: Contract
  • Job ID: 57712
  • Location: Calgary AB