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 [http://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.