Manager, Vendor and Problem Management

Req ID:  33981
Travel:  Less than 20%

Atlanta, GA, US, 30294

Education:  Four-year college degree
Experience:  At least 5 years of experience required
Equivalency:  Combination of education & experience considered


Equal Opportunity/Affirmative Action Employer including Vets and Disabled



Your role in helping us shape the future:

The Vendor & Problem Manager will be responsible and accountable for establishing and managing the organizational vendor management and problem management governance promoting continuous improvement.  Responsible for supporting vendor management activities to achieve goals and objectives for the Operations function(s). Ensures vendor conformity to the company's operational processes and management guidelines. Through problem management and continuous improvement, this role will lead cross-functional teams to define and execute continuous improvement programs to improve competitiveness and efficiency of tools, processes, and practices throughout organizations.


Are you up to the challenge?

  • Responsible for managing the overall vendor performance per contractual service level agreements (SLA) and
  • Ensures vendor conformity to enterprise standards, operational processes and management guidelines to ensure business goals are achieved for an enterprise function.
  • Defines and oversees the execution of complex vendor management and implementation strategy for a defined set of vendors.
  • Identifies and develops effective business relationships with vendors, stakeholders, and key decision makers in order to meet or exceed expectations.
  • Directs the development, planning, prioritization, approval, implementation and compliance of on-going vendor programs.
  • Establishes governance when needed to assure response to issue escalation; develops program budget and ensures program meets its stated objectives.
  • Drives and performs After Action Reviews and initiatives associated to Network and/or Service events for process and organizational efficiency
  • Drives continuous improvement activities and implementations across functional areas.
  • Monitors progress of continuous improvement projects and related savings, including process management improvement, process modification, energy optimization
  • Monthly/Quarterly assessment for potential chronic issues associated to circuits, equipment, etc.
  • Review Operations contractual obligations to publish guidelines for Operations and ensure vendor relations and collaboration with sales, product and organizational readiness teams
  • Drive evaluation of vendor documentation and processes as well as assess vendors for chronic events and drive chronic events to resolution.
  • Assist in documenting and identify automation opportunities to drive performance improvement and data integrity using scorecards, dashboards and data
  • Ability to apply analytical, creative thinking and negotiation skills


Can you drive these processes?

  • Meet or exceed expectations in driving business changes through assessment of network and service events using problem management process and continuous improvement
  • Drive and support tracking of vendor engagement and governance by means of process and tools
  • Must have the ability to travel (as needed)
  • Matrix manage and coach/mentor others, providing critical feedback on process, tools, or behaviors


You should definitely have:

  • Bachelor's degree in Business or high school diploma with at least 5 to 7 years of relevant work experience
  • Provide 24X7 on-call support for emergency change issues
  • Must have strong presentation skills
  • ITIL Certification or strong understanding of ITIL framework and best practices
  • Highly self-managed and self-organized with strong leadership abilities
  • Must have strong written and verbal communication skills including technical writing
  • Must have proficient skills in workflow development, operational modeling, metric development, analytics and relationship diagramming
  • Proficient in process creation, review, and improvements
  • Proficient skill sets in Word, Excel, PowerPoint and Visio
  • Advanced critical thinking, decision-making, negotiation, and problem-solving skills
  • Previous Operations or Engineering experience


It would be nice if you had:

  • Six Sigma or ITIL Certifications
  • Project Management experience
  • Positive and cheerful attitude with a lively and outgoing disposition


What it’s like to work with us:

Intelsat is connecting the world and transforming the satellite landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. To help us reach this goal, you should be a bold thinker who will perform a key role in shaping Intelsat innovation for years to come.

  • We emphasize personal and professional growth
  • Awesome benefits including PTO, medical, tuition reimbursement, and training
  • Fun, diverse, and inclusive culture


Other Job Info:

  • These statements are intended to describe the general nature and level of work being performed by employees assigned to this job.  This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
  • Job requires ability to sit for long periods of time


  • This role is subject to ITAR; candidates must be a US Person (this includes US Citizen, Permanent Resident or Protected Individual such as an asylee or refugee).
  • These statements are intended to describe the general nature and level of work being performed by employees assigned to this job.  This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.
  • Company description: Intelsat is the largest provider of fixed satellite services worldwide. We enable providers of media, telecom and government services to deliver information and entertainment to people at home, in the office or on the move. On a day-to-day basis, Intelsat supplies video, data and voice connectivity in approximately 200 countries and territories for approximately 1,800 customers, many of which Intelsat has had relationships with for over 30 years. Some of the world’s leading media and communications companies, multinational corporations, Internet service providers and government/military organizations hallmark Intelsat’s customer base. Customers access capacity through extensive service offerings, which include transponder services, hybrid managed services combining satellite capacity and terrestrial facilities, and channel services.

Nearest Major Market: Atlanta