Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for a Vendor Incident Manager to work in Fidelity's Enterprise Infrastructure business unit in Westlake, TX.
The Enterprise Infrastructure and Operations (EI&O) Operations CoE is seeking a highly skilled and innovative professional with vendor management experience and a strong background in IT Service Management to drive transformation. In this role, you will be influential on the team responsible for improving our vendors' responses to production impacting outages. Your expertise will be crucial in aligning our vendors, and vendor managers, to our ITSM processes and needs. This role requires strong analytical skills, exceptional vendor management skills, a deep understanding of the needs of incident management, and the ability to drive continuous improvements across a diverse technological landscape.
Responsibilities
- Collaborate with Enterprise Vendor Managers to align vendor SLAs with incident management processes and improve response times.
- Assist in developing a capability to enable the Major Incident team to rapidly engage vendors for production incident support.
- Define metrics and score-carding to measure vendor response and support effectiveness.
- Assess these results to develop actionable insights to drive continuous improvement.
- Analyze vendor-related incident data and report findings related to vendor SLAs and metrics alignment.
- Identity existing process gaps by joining vendor related incident bridges and post-mortems and propose process improvement opportunities within the Vendor Support models.
- Engage with vendors and vendor managers to elevate response efficiency during incidents.
- Engage in Vendor Operations meetings and track vendor case status and identify opportunities and ways to address gaps or blockers.
- Document and educate incident management teams on process changes associated with managing and tracking vendor related issues.
- Work with SMEs to develop knowledge articles on new vendor processes and technologies.
Requirements
- Experience with vendor management processes and standard methods.
- Strong negotiation and communication skills to effectively collaborate with internal teams and external vendors.
- Proven experience understanding and optimizing existing processes.
- ITIL expertise including the Incident, Problem and Change Management processes.
- Excellent written and verbal communication skills, with a keen eye for detail and an ability to explain complex concepts in a clear and concise manner.
- Exceptional analytical skills with the ability to translate details into identifiable trends and themes.
- A solid understanding of technical concepts and the ability to translate them into information consumable by various audiences.
Dynamic Working
Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.Company Overview
Fidelity TalentSource is the in-house temporary staffing provider for Fidelity Investments, one of the largest and most diversified global financial services firms in the industry. We welcome individuals from all backgrounds, including technology and customer service, to fill assignments across Fidelity’s U.S.-based regional and investor center locations. If you would like to experience Fidelity’s supportive and collaborative culture while expanding your skill set and developing your professional network, consider a role with Fidelity TalentSource. Apply today at FTSJobs.com.
We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity TalentSource will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, please contact our HR team at HR@ ftsjobs.com.
Information about Fidelity Investments
At Fidelity Investments, our customers are at the heart of everything we do. As a privately held company with a rich 75-year history, our mission has remained the same since our founding: to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money. For information about working at Fidelity, visit FidelityCareers.com.
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.
Fidelity Investments and Fidelity TalentSource are equal opportunity employers.
