Title: Contracts Service Delivery Manager 
Location: Miami, FL (Hybrid)
Duration: 6+ Months Initial Contract
Compensation: $35.00 – 37.00/hr
Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.

Contracts Service Delivery Manager

Job Description:

• We are seeking a detail-oriented Contracts Manager with a strong background in Managed Service Provider (MSP) oversight to join our team. 
• The ideal candidate will serve as the primary liaison between our organization and the MSP, managing the full lifecycle of vendor contracts and ensuring delivery aligns with agreed-upon Service Level Agreements (SLAs) and performance expectations. 
• This role will work closely with internal stakeholders and the MSP to drive accountability, continuous improvement, and exceptional service delivery.
• Service Delivery Management: Provide MSP oversight, ensuring that disruptions to service are resolved quickly and with minimal impact to users. 
• Ensure problem trends are analyzed, and actions are taken by the MSP to document and eliminate the root cause. 
• Proactively identify opportunities to optimize processes, implement new technologies, and enhance service delivery efficiency. 
• Track and follow-up on continual service improvement items by the MSP. 
• Participate in critical production issues to ensure appropriate and timely resolution and communication to vendor and leadership. 
• Manage communications around internal escalations to buffer impacts. 
• Respond to business inquiries and provide updates as needed. 
• Provide 24×7 on-call support to the MSP as needed and act as the highest level of engineering escalation for issues encountered. 
• Provide system support and troubleshooting expertise as needed. Lead technical and tactical teams when necessary. 
• Oversees the design, implementation, and maintenance of technical systems and solutions by the MSP, ensuring alignment with organizational goals.
• Ensure knowledge articles for assigned tower are accurate and available. 
• Ensure root cause analysis reports are created in a timely manner and reviewed/approved etc. by the appropriate leaders. Ensure CMDB data is accurate for the assigned tower. 
• Document and provide weekly/monthly performance metrics to Tower leads.
• Vendor Relationship Management: Liaise with MSP, other TSDM's, other service providers (i.e. Dell, Microsoft, etc.) to ensure the timely delivery of services and resolution of technical issues.
• Monitor vendor performance, ensure SLAs are being met, and suggest improvements. 
• Ensure the vendor is optimizing processes, implementing best practices, and leveraging technology to enhance efficiency via automation, and follows all operational and security procedures. 
• Ensure MSP has the training and resources to be successful.
• MSP Billing: Review and approve MSP billing via RUs, etc. in a timely manner. 
• Escalate issues and quick resolution to facilitate billing. 
• Ensure data is accurate and transparent.
• Oversee and manage MSP contracts and vendor relationships across the assigned operational towers.
• Monitor contract performance and ensure compliance with all terms, SLAs, and performance indicators.
• Serve as the first level of escalation for MSP-related issues and drive timely resolution.
• Collaborate with leadership and the MSP to ensure optimal service delivery across support, platform currency, monitoring, stability, and optimization.
• Ensure vendors consistently meet or exceed operational and quality standards.
• Identify service gaps, inefficiencies, and areas for improvement in vendor performance and contract execution.
• Track and report on vendor performance metrics; deliver actionable insights to leadership.
• Participate in contract negotiations, renewals, amendments, and vendor scorecard reviews.
• Facilitate regular business reviews with MSPs and internal stakeholders.
• Maintain proper documentation of contracts, SLAs, change orders, and communication logs.

Qualifications:

• Information Technology, Computer Science, or related field or equivalent experience.
• Experience in technical problem management.
• Experience in Operation Support and/or Service Delivery.
• Experience collaborating with vendors on operations/ support and meeting SLA's.
• Experience collaborating with cross-functional teams to achieve common goals and drive results.
• Experience in various SDLC methodologies (i.e. Agile, Hybrid, Waterfall, etc.) and project management practices.
• Ability to lead problem resolution and documentation.
• Ability to build positive and productive relationship with vendors.
• Ability to effectively collaborate with technical engineers and architects.
• Good communication, collaboration, time-management, and organizational skills.
• Good verbal and written communications in English.
• Ability to learn new technologies and concepts.
• Ability to work with minimal supervision and within a team.
• Flexibility to adjust to changing priorities and deadlines.
• Analytical and detailed oriented.
• Ability to meet deadlines.
• Proficiency in MS Office products.
• Project Management Professional (PMP)-PMI certification preferred

Our benefits package includes:

• Comprehensive medical benefits

• Competitive pay

• 401(k) Retirement plan

• …and much more!

About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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