IT Vendor Service Manager

When people think of Owens Corning, they often picture the Pink Panther™, who appears predominantly in its advertising campaigns. Best known for its PINK FIBERGLAS® home insulation and other products that conserve energy, which helps protect the environment, Owens Corning is a world leader in building materials systems and composite solutions. Owens Corning’s people redefine what’s possible each day to deliver high-quality products and services ranging from insulation, roofing, siding and manufactured stone to glass composite materials used in high-performance applications.Owens Corning achieved sales of $6.3 billion in 2005 and employs more than 20,000 employees in 25 countries. The Company continues to grow rapidly, with sales increasing each year since 2001.A Fortune 500 company for more than 50 years, Owens Corning has cultivated a culture that emphasizes safety, performance and accountability, openness and stewardship. Newly hired employees report that a key reason they were attracted to the Company is that the people working for Owens Corning are confident in their abilities, yet open and approachable. Owens Corning’s emphasis on its people and its commitment to its corporate values - Integrity, Respect, Accountability, Fun, Sharing, Candor and Innovation - result in a unique employment experience.Additional information is available at http://www.owenscorning.com/career.This position is responsible for managing the delivery of major IS infrastructure services including Help Desk operation, Windows Desktop/server and network support environments. The position will report to the Personal Computing Team Leader. The operational delivery of these infrastructure services is provided through a technology partner. Therefore, this position is responsible for the external partner associated with the delivery of the services. The position is responsible for measuring daily operations against Service Level Objectives. The position is also responsible for the continuous improvement of the cost, performance and delivery of the service as well as the introduction of new technologies and offerings within that service area. These goals are accomplished through the successful execution of the following:
Work with SCTS, businesses and process leaders to define service requirements.
Develop “statements of work” around the service requirements.
Manage contract negotiations for change orders and new statements of work.
Develop “requests for proposal”, manage evaluations and partner selection processes for new or existing services.
Develop “Service Level Agreements” with service delivery partners.
Manage the partner service provider to their delivery of the “Service Level Objectives”.
Provide timely measurement of the service being delivered.
Provide feedback mechanisms for service recipients.
Provide a formal escalation process for service recipients.
Conduct surveys and site visits as part of the measurement process.
Coordinate weekly, monthly, quarterly and annual service performance review meetings.
Benchmark the cost, quality and effectiveness of the service being delivered.
Keep the technologies being delivered, contemporary.
Keep the services being delivered, best-in-class.
Keep the support processes simple and effective.Qualifications
REQUIREMENTS
Bachelor Degree requiredMinimum two to five years experience in outsourced contract management required.Minimum two years experience in project management desired.Competencies
Communication
Adaptability
IT Skills
Building Trust / Operating with Integrity
Work Standards
Decision Making
Applied Learning
IT Knowledge
Contributing to Team SuccessMust be eligible to work in the U.S. on a permanent basis.Owens Corning is an equal opportunity employer.