IT Vendor Manager - Full-time

DISH is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We are doing it again with the first live, internet-delivered TV service – Sling TV – that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.

Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.

We are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. We’re looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story.

Opportunity is here. We are DISH.

A successful IT Vendor Manager will have the following:

• Experience managing vendors and/or with call centers preferred.
• Bachelor's degree (B.A./B.S.) from four-year college or university; or equivalent, related degree where appropriate, and 5 years related experience and/or training; or equivalent combination of education and experience
• Team player who has the ability to work effectively with all levels of company personnel.
• Ability to troubleshoot complex issues involving data networking (TCP/IP), telephony, operating systems (VoIP), and/or applications.
• Possess a working knowledge of standard Microsoft software required.
• Demonstrated ability to manage projects preferred.
• Ability to effectively present information with strong communication skills both written and verbal required.
• Strong analytical and research skills required.
• Overall broad skills in various areas of IT is preferred.
• Strong customer service skills required.
• General TCP/IP networking understanding required.

IT Vendor Manager: Operations support position within the IT Operations department that supports our outsource call center vendors that have locations across the globe.  As such, keeping the IT systems within this domain operating normally such that customers can be serviced in the most efficient manner is the top priority.  Position serves as subject matter expert as it relates to vendors architecture and integration with Dish Network.  Developing and maintaining good working relationships with Vendor IT staff, internal Dish Network IT staff, and our internal customers at Dish is critically important. 

Responsibilities Include: 

• Manage outsource call center vendors from an IT perspective, including incident management, relationship management, configuration management, change management, capacity management, SLA management, availability management, financial management, access management, and project management.
• Support production incidents where IT systems are inhibiting the business ability to operate normally. Participate in oncall rotation.
• Work with vendors to ensure that they to comply with Dish IT process and procedures.
• Work closely with Dish Network business customers responsible for managing outsourced call center vendors to ensure IT supports busuiness objectives.
• Serve as subject matter expert on configuration of assigned outsource call center vendors and associated IT integrations.
• Work effectively with internal and vendor IT personnel to maintain uptime, consistency, scalability and performance while meeting business needs.
• Prioritize and escalate any issues that could put business objectives, results, or processes at risk.
• Lead or participate in projects to implement new outsource centers or new capabilities/integrations in outsourced centers.
• Normal employee management duties ranging from hiring, development, performance assessments, etc.
• Travel to international outsource vendors locations a couple of times a year. Travel requirement is less than 10%.