IT Managed Services: Vendor Performance Lead

Princeton IT Services, Inc; New York (NY); On-site; Full time

Job description

Job Title: Project Manager II - IT Managed Services & Vendor Performance

Location: New York, NY

Employment Type: Contract

Project Duration: 18-24 Months

Job Summary

We are seeking an experienced Project Manager II to support IT managed services engagements with a strong focus on vendor performance management, SLA compliance, reporting, risk management, and stakeholder coordination. The ideal candidate will have experience managing enterprise IT service environments, tracking performance metrics, overseeing compliance activities, and coordinating cross-functional teams to ensure successful service delivery.

This role requires strong project management capabilities, excellent communication skills, and hands‑on experience supporting IT operations, telecommunications, infrastructure management, or managed service programs.

Key Responsibilities

Documentation & Reporting

• Identify, document, and maintain measurable Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Develop and maintain Standard Operating Procedures (SOPs) for performance monitoring, reporting, escalation, and compliance tracking.
• Prepare recurring and ad hoc reports summarizing vendor performance, SLA compliance, and project status.
• Maintain organized contract files including amendments, reports, and vendor correspondence.

Performance Monitoring

• Monitor vendor performance against contractual SLAs, KPIs, and service requirements.
• Analyze performance data to identify trends, risks, gaps, and improvement opportunities.
• Track service availability, reliability, and quality metrics.
• Support corrective action planning and issue resolution activities.

Compliance Oversight

• Ensure vendor adherence to contractual obligations and regulatory requirements.
• Review vendor deliverables for accuracy, completeness, and compliance.
• Support audit preparation, documentation, and response coordination.
• Track and document non‑compliance events and remediation activities.

Risk Management

• Identify and assess operational, contractual, and technical risks.
• Maintain risk registers, issue logs, and mitigation tracking documentation.
• Escalate risks and support contingency planning activities.

Stakeholder & Vendor Coordination

• Coordinate with internal teams, vendors, and operational stakeholders to ensure alignment and timely service delivery.
• Facilitate meetings, working sessions, and communication between stakeholders and service providers.
• Support cross-functional collaboration for wireless service delivery and capital projects.

Capital Project Tracking

• Track capital improvement projects including scope, milestones, schedules, deliverables, and resource requirements.
• Prepare project status reports highlighting risks, dependencies, and progress updates.

Required Qualifications

• Minimum 4 years of project management experience.
• Experience supporting or managing IT managed services engagements.
• Strong understanding of IT Service Management (ITSM) principles and ITIL frameworks.
• Experience tracking project schedules, scope, deliverables, QA/QC activities, and vendor performance.
• PMP Certification or equivalent project management certification required.
• Familiarity with regulatory and compliance standards such as HIPAA, PCI‑DSS, or similar.

Preferred Qualifications

• ITIL Certification.
• Experience with ISO 27001 or SOC 2 Type II aligned environments.
• Experience supporting enterprise-scale IT outsourcing or managed services transitions.
• Background in IT operations, telecommunications, infrastructure, or wireless services.
• Strong change management and stakeholder engagement experience.

Expected Deliverables

• Monthly SLA and KPI performance reports.
• Vendor compliance tracking and documentation.
• Risk registers and issue logs.
• Wireless capital project tracking reports.
• SOPs for monitoring, reporting, escalation, and compliance.
• Meeting minutes, action item trackers, and stakeholder communication documentation.

Reporting & Communication

• Provide weekly status reports to the Sr. Contract Manager.
• Participate in vendor coordination and project meetings.
• Maintain project documentation repositories.
• Escalate risks and issues promptly.

Success Criteria

• Accurate and timely SLA/KPI reporting.
• Improved vendor compliance and service delivery performance.
• Effective identification and resolution of risks/issues.
• Audit‑ready documentation and reporting practices.
• Strong coordination between vendors, stakeholders, and internal teams.