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IT Relationship Manager

Location: Beachwood, OH
Company: Cleveland Clinic
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Job ID: 107494
Responsibilities:
- Manages relationship with suppliers to ensure common goals in alignment with CC objectives in the SLA.
- Accountable for showing our SLA metrics and driving improvements.
- Promotes collaboration and teamwork among suppliers and CC caregivers so that service levels are met and seamless.
- Integrate in-scope services to existing contract.
- Ensures that supplier performance expectations are consistently established monitored and met.
- Translate IT Supplier Management strategies and visions into actionable and measurable operational plan.
- Oversee and execute the long-term operational strategy and methodology for assigned suppliers.
- Drive shared accountability for results in a highly matrix environment using Service Level Agreements and Operating Level agreements with clients and suppliers across the enterprise.
- Responsible for the overall maintenance and quality of Supplier Management programs and services; accountable to ensure that appropriate service levels, key performance indicators and risk assessments are established, measured, monitored, and reported.
- Works with key business partners and senior leadership to understand strategic direction, supply requirements and business objectives and priorities.
- Manage day-to-day support for the supplier lifecycle from on-boarding, contract reviews, periodic monitoring, risk assessments, expense management and termination; ensure appropriate governance of policies and procedures.
- Lead policy and process development, review and support monitoring and reporting.
- Lead supplier management process, and vendor teams via matrix relationship.
- Serves as point person for domain as it relates to integration design and execution of newly acquired Cleveland Clinic facilities.
- Provide data and feedback for contract negotiations in collaboration with Legal and Supply Chain.
- Serves as point of escalation for relationship management.
- Other duties as assigned.
Education:
- Bachelor's Degree in Business, IT, Engineering, Finance or related field.
Certifications:
- ITIL Foundations certification is required within 6 months of position start date.
- Industry standard professional designations preferred (e.g., CRVPM, CRM, CSSP, etc.).
Complexity of Work:
- Strong negotiation, relationship and interpersonal skills.
- Excellent organization skills using project management principles.
- Ensure discipline and accountability is adhered to through our ITIL framework.
- Ensure alignment of process of our vendor relationship in policy of CCF.
- Drives integration and collaboration across CCF caregivers with our vendors.
- Basic understanding of the technology or services delivered by the vendor.
- Strong knowledge of the vendor, its market, its competitors and market trends (desired).
- Understanding of best practices and the methodologies and processes used for this category of IT vendor.
- Demonstrated ability to work in a highly matrix environment.
- Understanding of potential issues (political, influence) internally and within vendor organizations.
- Understanding of internal decision making and the decision making that occurs among vendors.
- Understanding of vendor motivations, strategic plans and market challenges.
- Strong dispute resolution and mediation skills to handle issue escalation and to drive win-win outcomes for both parties.
- Training in, and experience with, collaborative techniques, team building, dispute resolution and communication (highly desired).
- Proven experience in the management of key business projects and initiatives, as well as experience in negotiating or managing vendor relationships.
- Strong ability to communicate with IT users and business leaders to understand requirements, expectations and value measures.
- Knowledge of market trends in contract and pricing models, service delivery and performance management, and innovations.
- Strong facilitation and coordination skills.
Work Experience:
- A minimum of 5 years of experience in IT with knowledge of IT vendor relationship management.
- Healthcare experience preferred.
- Offset: High School Diploma / GED or equivalent and 10 years of IT vendor relationship management experience.
Physical Requirements:
- Manual dexterity in order to perform keyboard functions.
- Requires frequent computer entry, sitting and walking to attend meetings.
Personal Protective Equipment:
- Follows standard precautions using personal protective equipment.
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Keywords: IT Vendor Management, IT Vendor Manager, IT Relationship Manager
Cleveland Clinic is pleased to be an equal employment/affirmative action employer: Women/Minorities/Veterans/Individuals with Disabilities.
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