Business Solutions Manager - Infrastructure & End User Services

Act as the strategic liaison between IT (outsourced to Cognizant) and business units, ensuring IT services and infrastructure deliver maximum value, align with business goals, and support operational excellence. Oversee service delivery, manage supplier relationships, and drive continuous improvement in collaboration with a small, agile team.

Key Responsibilities

Service Delivery & Supplier Management

• Oversee day-to-day IT service delivery, ensuring MSP (Cognizant) meets contractual obligations, SLAs, and quality standards.
• Manage relationships with IT suppliers, monitor performance, and drive improvements in service delivery.
• Coordinate contract negotiations, renewals, and compliance reviews.
• Act as escalation point for major incidents, ensuring timely resolution and clear communication with stakeholders.
• Collaborate with procurement and finance to ensure cost-effective purchasing and renewal of IT resources.

Business Partnership & Stakeholder Engagement

• Build strong relationships with business leaders to understand strategy, priorities, and operational needs.
• Translate business requirements into IT service needs and ensure alignment with MSP capabilities.
• Communicate complex IT concepts to non-technical stakeholders, fostering understanding and trust.
• Proactively identify opportunities for IT to support business growth, efficiency, and innovation.

Project & Change Management

• Lead or support IT-related projects, ensuring delivery on time, within scope, and budget.
• Coordinate with internal teams and suppliers to implement new solutions, changes, or improvements.
• Monitor and report on project progress, risks, and benefits realization.

Continuous Improvement & Compliance

• Drive continual improvement in IT service delivery and supplier management processes.
• Ensure compliance with IT standards, regulatory requirements, and internal policies.
• Stay current with technology trends, best practices, and market developments relevant to infrastructure and operations.

Requirements, Experience & Skills

• Proven experience in IT service delivery management, preferably in an outsourced environment.
• Strong background in IT infrastructure (cloud, networking, end-user services, etc.).
• Demonstrated ability to manage supplier/vendor relationships and contracts.
• Excellent communication, negotiation, and stakeholder management skills.
• Project management experience (leading or supporting IT projects).
• Analytical mindset, able to assess service performance and identify improvement opportunities.
• Business acumen to translate operational needs into IT requirements.

Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or related field.
• Relevant certifications (ITIL, PMP, or similar) are a plus.
• Experience working with managed service providers (MSPs) and in global/multi-site environments preferred.

Competencies

• Strategic thinking and problem-solving.
• Relationship building and influencing.
• Results-oriented and proactive.
• Adaptability and continuous learning.
• Team collaboration and ownership.

If you have any questions, please contact our recruiter, Annemijn van Duijn - annemijn.vanduijn@eriks.com - 0657078571

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