Description

Key Responsibilities

SLA & Performance Management

Define, maintain, and monitor SLAs, KPIs, and service performance metrics.

Develop and maintain dashboards, scorecards, and performance reports.

Analyze service trends, identify gaps, and recommend improvement actions.

Support escalation management and corrective action planning for vendor performance issues.

Project & Capital Program Support

Track and manage wireless and IT infrastructure capital projects, including scope, schedule, milestones, and dependencies.

Maintain project documentation and provide regular status updates to stakeholders.

Ensure alignment between vendor deliverables and organizational objectives.

Vendor & Contract Governance

Maintain contract documentation, including amendments, deliverables, and performance records.

Monitor vendor compliance with contractual obligations, SLAs, and applicable standards.

Support audit activities and ensure proper documentation for compliance reviews.

Track and document non-compliance events and resolution actions.

Risk & Issue Management

Identify and manage operational, technical, and contractual risks.

Maintain risk registers and issue logs with mitigation and resolution tracking.

Support escalation processes and contingency planning activities.

Stakeholder Coordination

Serve as a liaison between internal teams and external vendors.

Facilitate meetings, workshops, and operational reviews.

Track action items, decisions, and follow-ups to ensure timely resolution.

Required Qualifications

Bachelor’s degree or equivalent experience.

Minimum 4+ years of project management experience in IT infrastructure or managed services environments.

Strong understanding of IT Service Management (ITSM) principles and ITIL frameworks.

Experience managing project schedules, scope, deliverables, risks, and performance reporting.

Project Management Professional (PMP) certification or equivalent required.

Experience supporting compliance frameworks such as HIPAA, PCI-DSS, ISO 27001, or SOC 2.

Strong communication, documentation, and stakeholder management skills

Key Skills

Education

Bachelor's degree