Remote role
Governance and Oversight Role
• 5+ years of experience in SIAM, supplier governance, IT service management governance, vendor performance management, or a related enterprise service management role.
• Strong understanding of SIAM principles, multi-provider operating models, governance, collaboration, coordination, supplier accountability, and service performance management.
• Strong working knowledge of ITIL service management processes and their associated performance metrics.
• ITIL Foundation certification required; additional ITIL or SIAM certifications preferred.
• Strong understanding of contractual service management, including SLAs, CSLs, KPIs, service performance measures, SLA exceptions, reporting obligations, and corrective actions.
• Experience working with IT contracts and partnering with Vendor Management or similar functions to govern supplier obligations and deliverables.
• Strong ServiceNow knowledge, including ITSM modules such as Incident, Major Incident, Problem, Change, Service Request, Knowledge, and related reporting and analytics capabilities.
• Power BI skills with experience analyzing data and developing dashboards, visualizations, trends, and management reporting.
• Smartsheet skills, including forms, reports, Dynamic View, dashboards, workflows, and management of structured governance information.
• Advanced Microsoft Office skills, particularly Excel, PowerPoint, and Word, with the ability to produce executive-quality analysis, presentations, and communications.
• Strong analytical and problem-solving skills with the ability to combine process, operational, performance, reporting, and contractual information to identify gaps, risks, trends, and improvement opportunities.
• Strong written, verbal, and presentation skills with the ability to communicate effectively across technical teams, SI partners, management, and executive-level audiences.
• Strong partnership, influencing, collaboration, and governance skills with the ability to hold SI partners accountable while maintaining productive working relationships.
• Ability to operate effectively in a multicultural and multi-provider environment.
• Experience developing and tracking corrective action plans and driving identified issues through resolution.
• Working knowledge of ServiceNow AI, Microsoft Copilot, AI agents, and other Generative AI technologies, with the ability to use these capabilities in daily activities and identify additional AI opportunities.
• Demonstrated thought leadership with the ability to work independently, manage competing priorities, challenge ineffective practices, and deliver executive-level results with limited supervision.
• Bachelor's degree in Information Technology, Business Administration, Information Systems, Data Analytics, Vendor Management, or a related discipline preferred, or equivalent relevant professional experience.
• Ability to work primarily during U.S. Central Time business hours preferred.
• Where applicable based on work location and local requirements, ability to work from an office at least three days per week preferred.
