IT Business Performance Lead IT Vendor Management

Profile

Description

Would you be interested in a unique opportunity to utilize your IT and leadership expertise to be an integral part of building a world class IT Vendor Management (IT VMO) organization? In this role you will build trusted relationships with senior IT leaders and their teams for the purpose of solving process issues, optimizing vendor relationships, driving positive vendor performance as well as cost reductions for the enterprise. The ultimate goal of the IT VMO will be to help enable innovation with our vendors that drive a greater customer experience.As a Business Performance and Process Improvement Lead focused on IT Supplier Management processes, candidate is expected to build credibility and trusted relationships with senior customers (SVPs, Segment CIOs and other stakeholders). There is an expectation for candidates to be capable to role model commitment to customer service, deliver excellence and operational efficiency. In this role candidates are expected to be able to ensure pursuit of senior customer feedback on performance to ensure the IT VMO meets expectations and provides high levels of customer satisfaction. Accountable for driving a service and customer mind set throughout the team.

Responsibilities

Responsibilities


Delivers Coordinated Customer Experience Management across the IT enterprise.

Gathers customer requirements, initiates and maintains customer focused governance (including Customer Boards).

Works with IT VMO leadership to develop a strategy to deliver customer service balanced with operational efficiency in support of IT VM operational and financial goals.

Responsible for delivering the IT VM Customer Relationship Strategy in a way that builds sustainable customer loyalty and business value to both the IT customers, the business units and Humana.

Ensure Due Diligence earlier in the procurement process allowing for process efficiency, and optimal T&C’s.

Connect early in the technology planning process to ensure we know what is coming down the pike to enable better IT financial forecasting.

Ensure customers receive end-to-end transparency of charges and costs.

Works with IT VMO to ensure completion of periodical settlements, quarterly true-ups, and periodical financial reporting against SLAs are completed.

Uses the internal customer/stakeholder survey to periodically evaluate service satisfaction and develop informed action plans for IT VMO to inform process improvement efforts.

Manages the IT VMO customer issue log and ensure issues are resolved completely and timely and have the right IT VMO thought leadership brought to the table to find the best solution for the customer.

Responsible for the assisting in the development of a comprehensive set of processes/metrics, technology systems and organizational structures to support all customer facing IT VMO functions.


Required Qualifications


Bachelors degree. in Information Technology Management, Computer Science, Business Management or related field

10 years middle to Sr. level IT experience

Solid conflict resolution skills

Must work well in a matrixed environment.

Knowledge of IT Vendor Management

Customer service focus

Relationship building & influence

Impact

Setting direction

Professional acumen

Communication skills

Managing for value & operational efficiency

Thought Leadership


Preferred Qualifications


Master's Degree in Business Administration or a related field

Prior experience in the health solutions industry


Scheduled Weekly Hours

40

About Us

Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.

Equal Opportunity Employer

It is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification. View the EEO is the Law poster.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact **** for assistance.

Humana Safety and Security

Humana will never ask, nor require a candidate provide money for work equipment and network access during the application process. If you become aware of any instances where you as a candidate are asked to provide information and do not believe it is a legitimate request from Humana or affiliate, please contact **** to validate the request.

California Residents

If you are a California resident and would like to review our California Consumer Privacy Act (CCPA) Policy click here:

CA Resident Privacy Policy

Company info

Sign Up Now - WashingtondcCrossing.com