Contracts Service Delivery Manager

Apex Systems; Miami (FL); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Health, Dental, Vision, Life Insurance

401(k) Retirement Plan

Training and Development Programs

Job summary

A technology services company in Miami is seeking a Contracts Service Delivery Manager to manage the full lifecycle of vendor contracts. This role involves ensuring service delivery aligns with SLAs, optimizing processes, and providing on-call support. The ideal candidate will have vendor management experience and strong analytical skills. This position offers competitive benefits including health insurance and a 401(k) retirement plan.

Qualifications

• Detail-oriented individual with experience managing vendor contracts.
• Ability to analyze problem trends and implement solutions.
• Proficient in providing MSP oversight and resolving service disruptions.

Responsibilities

• Manage the full lifecycle of vendor contracts.
• Analyze problem trends and ensure root cause elimination.
• Monitor vendor performance and ensure SLAs are met.
• Review and approve MSP billing promptly.

Skills

Vendor management

Service delivery management

Problem analysis

Communication

Technical oversight

Job description

Job ID: 2086289

Position Overview

Apex Systems is seeking a detail‑oriented Contracts Service Delivery Manager to serve as the primary liaison between our organization and the Managed Service Provider (MSP). The role will manage the full lifecycle of vendor contracts, ensuring delivery aligns with agreed‑upon SLAs and performance expectations. The Manager will work closely with internal stakeholders and the MSP to drive accountability, continuous improvement, and exceptional service delivery.

Essential Functions

• Service Delivery Management
  • Provide MSP oversight, ensuring disruptions to service are resolved quickly with minimal impact.
  • Analyze problem trends and ensure root cause elimination.
  • Proactively identify opportunities to optimize processes, implement new technologies, and enhance service delivery efficiency.
  • Track and follow up on continual service improvement items.
  • Participate in critical production issues to ensure timely resolution and communicate with vendor and leadership.
  • Manage internal escalation communications to buffer impacts.
  • Respond to business inquiries and provide updates as needed.
  • Provide 24x7 on‑call support to the MSP as needed and serve as the highest level of engineering escalation.
  • Lead technical and tactical teams when necessary and oversee design, implementation, and maintenance of technical systems and solutions by the MSP.
• Documentation
  • Ensure knowledge articles for assigned tower are accurate and available.
  • Produce root cause analysis reports in a timely manner and obtain approval from appropriate leaders.
  • Maintain accurate CMDB data for the assigned tower.
  • Document and provide weekly/monthly performance metrics to Tower leads.
• Vendor Relationship Management
  • Liaise with the MSP and other service providers (e.g., Dell, Microsoft) to ensure timely delivery of services and resolution of technical issues.
  • Monitor vendor performance, ensure SLAs are met, and suggest improvements.
  • Ensure vendor is optimizing processes, implementing best practices, and leveraging technology to enhance efficiency.
  • Ensure training and resources are available for MSP success.
• MSP Billing
  • Review and approve MSP billing through RUs and other mechanisms promptly.
  • Escalate billing issues for quick resolution to facilitate forecasting and budgeting.
  • Ensure accurate and transparent data for billing and operational purposes.

Benefits (Contract Employee of Apex Systems)

• Health, Dental, Vision, Life Insurance, Short Term Disability
• Hospitalization Coverage
• Direct Deposit
• Weekly Pay Periods
• Training and Development Programs
• 401(k) Retirement PlanReferral Program

EEO Statement

Apex Systems is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy and related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, protected veteran status, disability, or other characteristics protected by law. Apex considers qualified applicants with criminal histories in a manner consistent with applicable law.