IT Services Contract & Performance Manager

Alyeska Pipeline Service Company•Kent, WA

22d•Onsite

About The Position

The IT Services Contract & Performance Manager role is responsible for end‑to‑end ownership and coordination of assigned IT services, including critical outsourced services delivered through the Managed Service Provider (MSP) and Managed Security Service Provider (MSSP) contracts. This position ensures IT services are strategically aligned with business needs, deliver measurable value, and support Alyeska Pipeline Service Company’s (APSC) operational and risk management objectives. The role serves as the primary liaison between business stakeholders, IT delivery teams, and strategic vendors to ensure services are delivered securely, efficiently, and in compliance with contractual, financial, and performance expectations. This role does not directly supervise employees but oversees contract work assignments and provides direction for Alyeska employees. The position reports to an IT Manager.

Requirements

Strong knowledge of IT service management and service lifecycle concepts.
Experience with vendor governance, managed service delivery, and SLA management.
Demonstrated ability to align business needs with IT capabilities, budgets, and outsourced service models.
Strong financial and analytical skills related to cost management, budgeting, and value realization.
Ability to manage complex stakeholder relationships and competing priorities.
Strong written and verbal communication skills, including business case development and executive‑level reporting.
Bachelor’s degree in information technology, Business, or a related field, or equivalent combination of education and experience
Four (4) years’ experience in IT service ownership, vendor management, or technology portfolio management
Experience coordinating work across IT teams, contractors, and managed service providers

Nice To Haves

Experience serving as an ACR or contract owner for large‑scale managed services
Experience working with MSP and/or MSSP delivery models
Knowledge of IT service management frameworks (e.g., ITIL or similar)
Experience with financial management, demand planning, and resource forecasting
Experience supporting cybersecurity or risk‑focused IT services

Responsibilities

Own assigned IT services across their full lifecycle, ensuring alignment with company strategy, business priorities, available resources, and IT service delivery capabilities.
Partners with vendors to address performance gaps, ensures contractual expectations are upheld, and uses available remedies as needed, balancing professionalism, respect, and relationship‑building.
Act as the primary liaison, negotiator, mediator, and broker between business partners and IT service delivery.
Develop and maintain service roadmaps aligned with business demand, operational needs, innovation opportunities, and budget constraints.
Define, monitor, and report service performance metrics, KPIs, user satisfaction, and financial performance.
Coordinate demand forecasting, prioritization, and resource planning to deliver the highest‑value outcomes for the business.
Develop and execute plans to improve service adoption, utilization, optimization, and overall value realization.
Serve as the ACR (Accountable Contract Representative) for the MSP and MSSP contracts.
Provide end‑to‑end oversight of MSP/MSSP contract execution, including governance, scope control, and performance management.
Establish and maintain vendor governance frameworks, operating cadence, and escalation paths.
Monitor, enforce, and manage Service Level Agreements (SLAs), ensuring corrective actions are initiated and resolved when performance or security expectations are not met.
Oversee vendor performance, financial management, invoice review, and cost controls to ensure contractual and commercial value is achieved.
Manage contract changes, scope adjustments, and service evolution to prevent unmanaged scope growth and control gaps.
Ensure MSP/MSSP services remain strategically aligned with APSC business objectives, IT strategy, and security posture.
Drive vendor‑led innovation and continuous improvement initiatives that improve service quality, efficiency, and speed to delivery.
Directly support APSC’s risk management and cybersecurity objectives by establishing clear accountability for MSP/MSSP governance, performance, and security alignment.
Ensure outsourced services reduce operational and cyber risk and strengthen, rather than weaken, organizational resilience and performance.
Identify and mitigate service, delivery, and security risks associated with outsourced IT services.
Ensure transparency, documentation, and governance controls are in place to maintain trust and accountability between IT, vendors, and business stakeholders.
Provide financial stewardship for assigned services, including budget planning, forecasting, and cost optimization.
Ensure APSC receives the full commercial and operational value of MSP/MSSP investments.
Develop written business cases to support service improvements, investment decisions, and optimization opportunities.
Contribute to IT department objectives related to simplification, cost reduction, and speed to delivery.
Coordinate prioritization of business technology requests and ensure resources are allocated to the highest‑value initiatives.

Benefits

Medical, dental, and vision coverage starting day one
FSA
eligible to participate in 401(k) on day one, with 7% company match after one year
pension eligibility starting day one, with 1-year vesting
annual bonus potential
wellness reimbursement
EAP
paid parental leave
educational assistance
vacation and sick leave