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IT Vendor Service Delivery Consultant

  • Location: Durham, 27707
  • Job Type:Contract

Posted about 1 month ago

Our Healthcare Insurance client is seeking an IT Vendor Service Delivery Consultant to join their team for a contract role!

Our client has more than 5,000 employees and is the number 1 health insurer in the state of North Carolina serving more than 3.89 million customers.

Health care is changing, and our client is leading the way by provide innovative solutions that simplify the health care system, improve efficiency and outcomes, and help rein in costs. Our client is a not-for-profit with headquarters in Durham, NC.

Position: IT Vendor Service Delivery Consultant
Location: remote
Term: 6 months

Day-to-Day Responsibilities:
Utilize technical and process skills and expertise to direct, monitor and provide technical review of vendor work to ensure adherence to the company's quality standards and seamless and effective delivery of outsourced services. Responsible for managing value-driven vendor partnerships through effective onboarding, business process alignment and ongoing performance management. Serve as liaison between applicable business leads, vendors and Corporate Services to ensure value is achieved as anticipated from assigned outsourced relationships.

Technical Oversight and Review:

  • Provide oversight, coordination and review of assigned vendor technical activities and work streams of work products across IT to ensure that high quality solutions are delivered according to the agreed-to schedule. This includes, but is not limited to, design, development, application upgrades, and testing activities.
  • Ensure all work and deliverables adhere to solution delivery and vendor governance standards, service level agreements, and processes (i.e., Balancing, Data Security, Walkthru and Approval processes, Program/System documentation, Status Reporting, Escalation, Change Management, Problem Management, Software Development Methodology, etc.).
  • Review vendor work for quality issues, design and administer customer surveys and other feedback processes, and participate in formal vendor service reviews and/or audit activity related to the technical or departmental function as needed.

Vendor Service Delivery Management:

  • As communicator/liaison, manage day to day relationship between IT, business stakeholders, and vendor(s) to understand evolving needs and expectations, define requirements, address issues and risks, and improve vendor capabilities.
  • Establish and coordinate ongoing service level metric/performance reporting to monitor and analyze vendor performance and ensure quality levels, contractual obligations and/or other performance agreements are met.
  • Assist in defining process for handling high severity and stagnant issues/events; escalate and partner with Corporate Services for remediation as needed.

***To be eligible to contract at this client you must be able to pass a drug test and criminal background check. This client requires all employees, temporary labor, consultants, and contractors to be fully vaccinated against COVID-19 by 12/08/21, subject to approved medical or religious exemptions.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer and provides reasonable accommodations for qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.