IT Service Manager- Problem & Vendor Management
Core
Manage technical problem management and third-party software vendor coordination within a complex enterprise technology environment.
Role type
Senior IT Service Manager (Problem & Vendor Management)
Builds
Technical solutions, service governance, and continuous improvement for critical technology services
Domain
Federal Government / Enterprise IT
Required skills
IT Service Management, Technical Problem Management, Vendor Operations, Root Cause Analysis, SLA Compliance, Enterprise ITSM tools, Risk Management, Stakeholder Engagement
Preferred skills
Experience in complex government or enterprise technology environments
Technologies
ServiceNow, Jira
Responsibilities
Manage relationships with external software vendors to coordinate investigation and resolution of technical defects; Oversee problem management activities including defect tracking and permanent remediation; Monitor vendor performance against SLAs and manage escalations; Work with developers and product managers to coordinate technical solutions; Review vendor root cause analysis findings; Identify recurring problems and operational risks; Prepare vendor performance reports and executive briefings; Support service governance and quality assurance initiatives
Seniority
Senior, hands-on IC
