Vendor Management Supervisor

Acuative For more than 35 years, Acuative has been providing an innovative approach unique to the communications marketplace. The Acuative team provides the entire end-to-end solution from network design to installation and management. Acuative can provide single-source solutions to help build, monitor, manage and support networks. Acuative's Security Operations Center (SOC ) works to protect against cyberattacks. Staffed by cybersecurity experts, security analysts and engineers who are trained to detect, analyze and respond to cybersecurity incidents and threats, and prevent such instances from happening. SOC staff work with programs and analytical tools that make it possible to stay on top of the latest security threats in the online world. Acuative PMI-certified project managers coordinate directly with all Acuative teams involved in supporting your project - field service teams, technical support teams, outside vendors, and other internal departments, from the initial order process through the successful test and verification of the service. Eliminating information silos and fostering collaboration, the project manager makes the all the connections necessary to streamline the implementation while keeping you apprised through every phase of the project: planning, initiation, monitoring, execution, and closing. Acuative's Field Service Technicians are the foundation of our service business. They are the face of our company to our customers and we take that very seriously. Acuative Field Service Technicians are employees of the company. This allows a superior level of control over the qualities of our people, including their experience, tools, training, and an overall corporate culture that is committed to providing superior service, each and every day. Our skilled staff, proactive monitoring, and management system coupled with cutting-edge technology help reduce network complexity and gain optimal performance for any business in a single or multivendor environment. Whether it's helping an organization develop a compelling business case with financial due diligence or ensuring the new WAN design is fit for use, Acuative's WAN architecture and engineering experts are there to help with robust and scalable designs. We handle the end-to-end process of identifying, evaluating and selecting the best-in-class WAN solutions, including Software Defined Wide Area Networking, SD-WAN, and Distributed Network Functionality Virtualization (D- NFV), based on organizational requirements. We implement, monitor and manage to ensure continuous optimization of organizational networks. We hope you consider joining your talent with our team. Vendor Management Supervisor Purpose and Scope of Position The Vendor Management (VM) team is responsible for managing the relationship and engagement of Acuative's technical partners in support of Field Services activities. The VM Supervisor will be responsible for monitoring the daily operations of the team with a strong focus on ensuring SLA adherence and high customer satisfaction. The supervisor will be the first level of escalation for internal and external customers and will participate in root cause analysis and corrective action. This position will oversee the development of new, as well as existing vendor relationships and define strategies and procedures for engaging these partners in support of Acuative's client projects. The supervisor will assume other responsibilities as necessary in the absence of or delegation by the RA Manager. Primary Duties and Responsibilities Training and supervision of Partner Coordination Specialists to ensure quality work focused on customer service. Provide coaching and other guidance to Partner Coordination Specialists to ensure continuous development and high productivity Engage with technical partners to develop strategies and procedures for deployment of Field Services work. Identify new partners that align with the technical and strategic goals of the organization. Solicit and negotiate pricing agreements for steady state and project work using existing partners Create and maintain a live database of all individual and corporate labor partners by geographic region and capability. Develop, create, and measure Service Delivery Performance (SDP) metrics for each strategic partner. Schedule and/or attend business review meetings to ensure Acuative partners are operating within defined SLA's Input on hiring personnel and documentation/delivery of performance reviews and employee development goals. Provide first level of escalation for internal and external customers. Ensure adherence to departmental & company SLA's. Review of technical partners with RFSM's, for approval to denote preferred provider and/or labor cloud assignment. Primary point of contact with third party labor sourcing platforms for escalation/platform enhancement/reporting as necessary. Provide management with regular status reports on project scheduling. Representation of team in meetings/demos as requested. Directly engage in vendor routing activities during times of high volume, special projects, or absence of primary VM personnel. Work closely with RA Manager on process improvement, ASE development within the team and documenting/tracking system enhancements/fixes to improve efficiency of scheduling. Minimum Qualifications Experience in customer service. Proven ability to supervise others and coordinate a team effort. Excellent Organizational skills. Strong problem solving skills. Proven ability to multitask and perform well under pressure. Excellent written and verbal communication skills. Microsoft products - Excel intermediate level, Outlook expert level. Excellent phone and written etiquette skills. Experience interacting with different levels of management within an organization. Additional Qualifications Desired 1+ year documentable supervisory experience Associates degree Experience working with and developing vendor relationships Project scheduling or coordination experience Quality background. Physical Demands Working at a desk, communicating in person, by telephone and email. Availability to work outside of normal shift as required. Possible travel. NOTE: The above is intended as a general description of this Acuative position as of the date written. It does not prescribe or restrict the duties and responsibilities that may be assigned or reassigned to this position at any time.

Created: 2024-10-24