IT External Services Manager

The External Services Manager - IT is responsible for managing relationships and coordination efforts with subcontractors and vendors who provide specialized IT services. You will ensure that engagements align with company standards and project timelines, acting as the primary point of contact for subcontractor-related activities. You will oversee their performance throughout the service lifecycle, ensuring the successful delivery of high-quality IT projects.

This role will support internal service delivery activities by collaborating with business line teams on service lifecycle requiring a deep understanding of IT services, a customer-first mindset and the ability to drive continuous improvement in service quality.

ESSENTIAL FUNCTIONS:

• Serve as the main point of contact for all IT subcontractor relationships.

  • Manage contracts, scope of work and expectations to ensure seamless collaboration between internal project managers, external resources and customers.
  • Work closely with legal and finance teams to assist with subcontractor agreements, renewals, procurement, billing and compliance with terms and conditions.
  • Support the onboarding process for subcontractors ensuring they are provided necessary training and familiarity with company policies, procedures and tools.
  • Manage subcontractor pool across business lines, ensure adequate skill levels, certifications and coverage to support Marco's footprint, project complexities and varying technologies.

• Facilitate communication ensuring that subcontractors have the necessary information and resources to perform their tasks effectively.

  • Coordinate with internal teams to assign subcontractors to appropriate projects.
  • Determine subcontractor assignment based on cost, expertise and availability, ensuring optimal resource allocation and project profitability.

• Monitor subcontractor budgets and ensure costs are aligned with the project's financial objectives.

  • Ensure subcontractor activities and time are accurately accounted for in projects and tickets in PSA system.
  • Ensure invoices and payments are processed.

• Ensure subcontractors adhere to relevant industry standards, regulations and company policies.

  • Monitor for potential risks associated with subcontractor performance and take proactive measures to mitigate them.
  • Address issues between subcontractors and internal teams, ensuring clear communication and a swift resolution to keep projects on track.

• Track subcontractor activities, performance metrics and project statuses and provide updates to internal stakeholders regarding subcontractor progress and any potential roadblocks.

  • Track performance against service-level agreements (SLAs), deliverables and project timelines.
  • Address performance issues and ensure prompt resolution.
  • Implement improvements based on data-driven insights and customer feedback.

• Work with internal teams to assess subcontractor performance and suggest improvements to optimize collaboration.

• Support Service Delivery across business lines to ensure activities are moving toward completion.

  • Help ensure proper categorization, prioritization and assignment of active service effort.
  • Monitor and address compliance with SLTs for response, follow-up, resolution and completion.
  • Assist with progress-billing open tickets and work orders to support revenue recognition.
  • Collaborate with IT Service Leadership to identify and implement improvements in service delivery, workflow and tool usage.

QUALIFICATIONS:

• Bachelor's degree and 3 years of relevant experience or equivalent combination of education and experience in coordinating IT subcontractors or managing vendor relationships.
• Understanding of IT terminology and PSA ticketing systems.
• Strong understanding of IT project management processes, including service delivery, risk management and resource allocation.
• CAPM or PMP (Certified Associate Project Manager or Project Management Professional), Agile, Scrum or similar certification preferred.

REQUIRED SKILLS:

• Proficiency with business collaboration tools such as MS Office applications and project management tools. Ability to create and use Gantt charts, spreadsheets or other appropriate tools to manage people and keep tasks up to date.
• Communication - Excellent communication skills in working with technical and non-technical people, including the ability to present in front of a group and work with cross-functional teams and external vendors. Act courteous and polite in written and oral communication and be able to get ideas across in a non-confrontational manner.
• Accountability and Ownership – Ability to see a project or task from start to finish and maintain the same energy and dedication throughout the project to learn, accomplish and achieve despite difficulty, failure and opposition.
• Organization - Excellent analytical and organization skills, including the proven ability to adapt to a dynamic project environment and manage multiple projects.
• Relationships – Effective at building trust, finding common ground, having empathy and building strong relationships within the team and across key stakeholders.
• Teamwork - Function collaboratively as part of a fast-paced, customer-oriented team but also perform effectively as an independent producer under broad management direction.
• Time Management – Ability to prioritize several tasks and keep them running simultaneously (multitasking). Ability to recognize and respond to changing priorities to meet deadlines.
• Enthusiasm – Display excitement and a positive attitude towards work assignments, clients and organization.
• Flexibility – Adapt to changes in the work environment. Change approach or method to deal with difficult or unexpected situations while remaining calm. Think quickly and articulate thoughts in an organized manner, even when unprepared.
• Emotion Regulation – Ability to manage emotions, especially negative ones, to be able to think clearly and objectively, in turn to act accordingly.
• Negotiation Skills – Ability to understand the other side's motivations with the goal to achieve a win-win resolution that is favorable, satisfies both sides and maintains relationships for future interactions.
• Broad understanding of financial management and budgeting principles.
• Problem-solving mindset with strong analytical skills and attention to detail.
• Strategic thinking, ability to evaluate risk, connect big picture and details and make appropriate tradeoffs.

Pay Range: $74,466 - $115,422 annually + 10% annual incentive opportunity

The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. For detailed information about our benefits, please visit our careers page at www.marconet.com/careers.

Location: This is a remote-eligible position, however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI

Application Deadline: Applications are continuously accepted until the position has been filled.

Compensation: $74,466 - $115,422 annually