Head of Service Management and Vendor Operations
Core
Lead the transition and ongoing governance of a Managed Service Provider (MSP) partnership for Crown Technology across three properties.
Role type
Head of Service Management & Vendor Operations (Individual Contributor)
Builds
IT service delivery and vendor partnership for Crown Technology
Domain
IT Service Management / Outsourcing / Gaming Industry
Deliverable
client delivery
Required skills
MSP relationship management, ITIL service management, outsourcing transition leadership, commercial contract management, hands-on problem solving
Preferred skills
ITIL Expert/Managing Professional certification, experience with multiple service towers
Technologies
ITIL framework
Responsibilities
Lead MSP mobilization and knowledge transfer; Chair governance forums and hold vendor to account on SLAs/KPIs; Escalate and resolve vendor-side issues within the business; Manage contract variations, invoicing, and renewal planning; Oversee ITIL-aligned incident, problem, change, and request management.
Seniority
Senior, hands-on IC