Western Union - Manager - Technology Vendor Management

Manager - Technology Vendor Management - 1701018

The Opportunity :

- Want to do work on a massively global scale with a FINTECH company that is poised to revolutionize the industry- Get to know WU as we establish a new, world-class Technology Engineering Center (TEC) in Pune, India to support global strategic initiatives. Be one of the first leaders to join the team and help shape our company's digital capabilities and revolutionize an industry!

- Among digital, person-to-person, international money transfer providers Western Union is the leader in number of customers, transactions and receive countries. We've built a powerful, cross-border technology platform for quickly moving money almost anywhere in the world. What sets us apart is a combination of a physical AND rapidly expanding digital network across 200 countries and territories with access to over 130 global currencies, our global compliance expertise and the proprietary technology behind it all.

- We continue to invest heavily in using, and developing technology that allows us to move money seamlessly; eliminating barriers based on location, currency, payment method, platform, etc. Some companies specialize in cash-based retail money transfer and others play only in digital. We are a leader in both!

- The Manager, Technology Vendor Management is accountable for supporting effective execution of the IT sourced service delivery model and vendor management disciplines including IT Asset Management and Telecom Expense Management. This includes supporting the IT service team operate in the managed service model, managing contractual aspects of the agreement, oversight of service level and performance metrics related to the agreement and establishing and coordinating invoice and billing validation associated with IT Service Providers.

- This position works in close collaboration with Corporate Procurement, Finance, and Technology. In addition, the Manager of Technology Vendor Management will support Western Union's IT Asset Management and Telecom Expense Management functions in close coordination with leaders of these core Vendor Management disciplines.

Key responsibilities :

- Performance Management/Service Level Activities

- Support internal IT teams as they align with and support the managed service delivery operational model

- Manage monthly consolidation, review and reporting of vendor performance including staff utilization, knowledge management effectiveness

- Manage periodic customer satisfaction survey process, including follow up and remedial action plans

- Conduct regular service reviews; manage and audit vendor performance and productivity relative to service levels

- Establish metric/performance reporting approach; track vendor performance and ensure business viability of service levels

- Act as point of escalation for any service level related issues that arise

- Interface with financial management to analyze performance outcomes for performance credits/earn-backs of manage balanced scorecard definition and reporting

- Manage the quarterly service level change process

- Support execution of Telecom Expense Management & Wireless Provisioning teams that delivers sustainable, predictable efficiencies while meeting stakeholder need

- Support IT Asset Management Analyst covering both Hardware Asset Management and Software Asset Management

- Support governance and reporting functions through the collection of data, the tracking and reporting of inventory levels of various software licenses, and the championing of and adherence to SACM policies, procedures, and initiatives

- Accountable to modify contracts as needed, educate stakeholders on business and the vendors obligations within the overall agreement, to report on the status of these obligations, to manage issues related to the contract and to assist in interpreting the contract as needed

- Support IT solution delivery managers execute the services in line with the agreement and managed service delivery model

- Provide ongoing training and education for solution delivery managers and those who interface with the IT service such as the service desk and project managers.

- Hire, manage and mentor 2-4 leads who will manage a team of 6-10 employees

- Maintain effective communication with clients, business and partners as needed

What we require :

- Bachelor's degree in Business, Computer Science, Engineering or related field is required

- Minimum of 5-8 years of experience in negotiating and managing IT services agreements and service providers

- ITIL v3 Certified

- Operational experience with IT infrastructure operations

- Experience in a financial services/payments /Banking verticals

- Knowledge and experience with offshore service delivery and IT managed service agreements

- Self-starter with ability to multi-task, prioritize, manage workload, and consistently deliver results

- Analytical focus with ability to identify trends and emerging opportunities to improve efficiencies as well as process improvements

- Excellent verbal and written communication skills

- Ability to analyze large amounts of data in order to translate the information to provide business insight

- Ability to improve/streamline processes to align with continuous improvement activities.

- Ability to function in a fast-paced environment

- Strong Customer Centric mindset with an ability to outperform Service Level Agreements on Customer satisfaction and experience

- Excellent Microsoft Office skills

Apply :

- If you're ready for a challenge and want to be involved in something that will change an industry and impact millions of people and businesses around the world, then apply today!

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