CTO Partner Delivery – Lead Service Level Manager - Vice President

Role Summary & Role Description

We are seeking a highly experienced and strategic Vice President of Service Level Management to oversee partner services delivery, optimize our IT infrastructure and partner spend, and ensure that our partners meet and exceed service level agreements (SLAs) and deliver exceptional performance and value.

The VP of Service Level Management for IT Infrastructure is responsible for developing and maintaining strong partner relationships, defining and enforcing service level agreements (SLAs), and monitoring partner performance through metrics and audits. They align partner strategies with organizational goals, identify cost-saving opportunities, and manage risks associated with partner performance. Additionally, they oversee the budget for partner services, lead a team of partner management professionals, and drive innovation and continuous improvement in partner management practices.

Essential Skills & Responsibilities:

Partner Relationship Management:

• Develop and maintain strong relationships with key IT infrastructure partners.
• Act as the primary point of contact for partner escalations and negotiations.
• Facilitate regular meetings with partners to review performance and address issues.

Service Level Agreement (SLA) Management:

• Define, monitor, and enforce SLAs with partners.
• Ensure compliance with contractual obligations and performance standards.
• Develop and implement SLA frameworks and governance models.

Performance Monitoring:

• Implement and oversee performance metrics and reporting systems to track partner performance.
• Conduct regular reviews and audits of partner performance.
• Utilize data analytics to identify trends and areas for improvement.

Strategic Planning:

• Collaborate with senior leadership to align partner management strategies with organizational goals.
• Identify opportunities for cost savings and efficiency improvements.
• Develop long-term strategies for partner partnerships and technology investments.

Risk Management:

• Identify and mitigate risks associated with partner performance.
• Develop contingency plans and manage partner-related incidents.
• Ensure partners adhere to security and compliance requirements.

Budget Management:

• Oversee the budget for partner services.
• Ensure cost-effective solutions and manage financial performance.

Team Leadership:

• Lead and mentor a team of partner management professionals.
• Foster a culture of continuous improvement and excellence.
• Provide training and development opportunities for team members.

Innovation and Improvement:

• Drive innovation in partner management practices.
• Implement best practices and industry standards.
• Continuously seek ways to improve partner performance and service delivery.

Key Competencies:

• Ability to align partner management strategies with organizational goals and long-term objectives.
• Strong negotiation abilities to secure favorable terms and conditions with partners.
• Proficiency in data analysis to monitor partner performance and identify improvement areas.
• Effective leadership skills to manage and mentor a team of partner management professionals.
• Excellent communication and interpersonal skills to build and maintain strong partner relationships.
• Competence in identifying, assessing, and mitigating risks associated with partner performance.
• Deep understanding of IT infrastructure, including networks, servers, and cloud services.
• Ability to manage budgets, control costs, and ensure financial performance of partner services.
• Strong problem-solving skills to address and resolve partner-related issues and incidents.
• Drive for continuous improvement and innovation in partner management practices

Desired Skills:

• Strong negotiation, communication, and interpersonal skills.
• Ability to manage multiple priorities and work under pressure.
• Excellent analytical and problem-solving abilities.
• Deep understanding of IT infrastructure, including networks, servers, and cloud services.
• Familiarity with ITIL, PMP, or similar frameworks and methodologies.

Qualifications:

Education:

• Bachelor’s degree in information technology, Business Administration, or a related field.
• MBA or equivalent advanced degree preferred.

Experience:

• Minimum of 20 years of experience in IT partner management, with at least 10 years in a leadership role.
• Proven track record of managing complex partner relationships and driving performance improvements.

Certifications:

Relevant certifications such as ITIL, PMP, or similar are a plus.

Core/Must have skills

20 years of experience in the IT industry

Having lead Vendor Management and Service Engagement in large contracts

Good understanding of ITIL and DevOps practices

Experience in one or more areas of Infrastructure and Application Services & Technologies

Project Management and People leadership Skills, Excellent communication skills.

Good to have skills

In depth experience in Networks, Datacenters, End User Technologies

Work Schedule

Or premises/ Hybrid as required by organization

Keywords (If any)

 IT Vendor management, Service level management, Program Management

Why this role is important to us

Our technology function, Global Technology Services (GTS), is vital to State Street and is the key enabler for our business to deliver data and insights to our clients. We’re driving the company’s digital transformation and expanding business capabilities using industry best practices and advanced technologies such as cloud, artificial intelligence and robotics process automation.

We offer a collaborative environment where technology skills and innovation are valued in a global organization. We’re looking for top technical talent to join our team and deliver creative technology solutions that help us become an end-to-end, next-generation financial services company.

Join us if you want to grow your technical skills, solve real problems and make your mark on our industry.

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

Discover more at StateStreet.com/careers

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