Description:
The IT Partner Relationship Manager will be the primary interface between internal WSIB partners and external partners of outsourced services. Responsible for contract and strategic partner management for a prescribed portfolio of technology products and/or services.
Major Responsibilities:
- Lead and /or participate in creating and implementing outsourcing strategies.
- Work with internal WSIB teams in all Ontario offices to integrate partner management requirements into their methodologies and disciplines (e.g. risk, audit, compliance, legal)
- Develop annual strategic plan for portfolio of partners and implement strategic direction across all relevant business units
- Manage partner relationship(s) to align with the business' strategic goals and objectives, understanding and reconciling competing priorities and evolving business requirements
- Evaluate partner performance against agreed service levels and ensure the prompt and thorough resolution/escalation of performance issues, understanding/managing risks associated with customer-facing
- Develop understanding of technical/business aspects of partner services identify synergies, seek continuous improvement opportunities and implement initiatives to drive savings, pursue efficiencies, lower risk and increase capacity
- Lead and /or participate in negotiations (pricing, deliverables, etc.)
- Act as subject matter expert on contractual terms and conditions, and their commercial implications to the business
- Develop and retain in-depth knowledge and expertise of market place and industry developments pertaining to partner relationship(s), category and business requirements
- Provide leadership, where required, on Strategic Partner management and contract management activities such as: legal reviews, risk assessments, warranty claims, contract segmentation, regulatory, finance, procurements, development of contract scorecards and response plans for contract and Strategic Partner risks
- Drive a culture that is process-driven, structured, transparent and accountable
- Establishes an environment of mutual trust, respect and accountability
- Work with Procurement and Legal in the preparation of RFx documents to solicit services for renewal of contracts or new service contracts
- Convene and chair regular meetings with internal and external partners to review day-to operations, contractual compliance/terms and partner governance
- Support the partner selection process, contribute to the strategic planning and partner analysis by drawing on knowledge of the supply market and previous partner management experience
- Lead the preparation of reports for performance tracking related to contract compliance and performance metrics, internal customer surveys, partner risk management dashboards.
- Prepare reports for strategic partner performance tracking related to contract compliance and performance metrics, internal customer surveys, risk program, dashboards and through ad-hoc feedback from clients
- Ensure partner risk management and governance oversight of IT Strategic Partners is achieved by ensuring contractual agreements and the IT Strategic Partner management program are adhered to
Job Requirements:
- Post- secondary degree or equivalent
- 5 years in a leadership or partner relationship management role.