TSP Relationship Manager

As a leading regional bank, SouthState has been providing financial solutions to individuals, families, and businesses in the Southeast for more than 100 years.

SouthState team members strive to create remarkable experiences while building meaningful and lasting relationships. We are proud to be a reflection of the communities we serve, and our team members share core values that make SouthState a great place to bank, and a great place to work.

SUMMARY / OBJECTIVES

The successful candidate will have proven professional experience and detailed knowledge of industry's best practices in managing supplier relationships with Technology Service Providers (TSPs).

The TSP Relationship Manager's responsibility is to build, maintain and enhance solid relationships with IT vendors and internal stakeholders.

The TSP Relationship Manager may be responsible for one or multiple vendor relationships and is responsible prioritization of IT and business requirements and specifications, arbitration with IT-Owned vendors and serving as a liaison to the business.

Overall, the TSP Relationship Manager must ensure that the organization achieves its objectives with assigned Technology Service Providers.

In addition, this role will be accountable for managing vendor performance through oversight of the TSP Management capabilities including : Management of TSP Contracts and Service Level Agreements, Performance Analysis, Reporting, and Reviews with Stakeholder User Groups, and Serving as an Engaged Partner and Point of Escalation for New Products & Innovation, Release / Change Management, Financial Management / Reporting, Business Continuity and Disaster Recovery, and Risk and Compliance related matters.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

STRATEGIC

• Develops and directs the relationships with one or more strategic (high-spend, high-value and high-dependence) IT vendors
• Facilitates and builds relationships with and among executives internally and across with vendors
• Acts as the point of accountability for escalation and arbitration for relationship issues and, if all other avenues of vendor management fail, operational problems
• Excellent industry knowledge and ability to apply it critically to vendor offerings
• Needs to keep abreast of new technologies, including fintechs, and how vendors are adopting and staying current on industry best practices and service offerings
• Represent South State Bank's perspective and needs to help influence vendor roadmaps
• Ability to negotiate large deals and leverage other teams, internal and external, to reach the best position possible for the bank
• Be recognized and seen as the point of contact for new services / capabilities from specific vendors
• Invest and develop excellent working relationships at all levels within the vendors' organization.

OPERATIONAL

• Create and maintain vendor(s) scorecards which effectively and easily depict vendor's performance
• Monitors the performance of the agreements and the overall relationships with the vendors
• Maintain book of work and status of vendor requests
• Organize and facilitates periodic TSP User Group meetings aimed at aggregating the voice of internal stakeholders
• Facilitates quarterly performance reviews with TSP
• Works accordingly with various departments to continually improve processes with TSP
• Act as an escalation point when needed for service incidents, new requests, timeliness and turnaround from the TSP
• Accepts other duties as assigned.

PROFESSIONAL

• Prioritize and manage workload in order to deliver quality results and meet deadlines
• Support a positive work environment that promotes service to business partners, and quality, innovation and teamwork to ensure timely communication of issues / points of interest
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency for continuous improvement for enterprise relationship management
• Participate in knowledge transfer within the team and business units
• Establish effective relationships across business partners and program / project managers
• Possess and demonstrate effective communication skills / habits, both written and verbal

COMPETENCIES

• Strong relationship and interpersonal skills to be applied in working with Technology vendors across the entire contract life cycle
• Understanding of the technology or service delivered by Technology vendors
• Understanding of IT vendor motivations, strategic plans and market challenges
• Strong dispute resolution and mediation skills to handle issue escalation and to drive win-win outcomes for both parties
• Strong ability to communicate with IT users and business leaders to understand requirements, expectations and value measures
• Strong knowledge of Technology vendors, their markets, and their competitors and market trends
• Understanding of best practices and the methodologies and processes used for Technology Service Providers
• Advanced knowledge of tools (e.g., MS Office, Visio)

Qualifications, Education, and Certification Requirements

• Education : Bachelor's Degree, Masters Preferred
• Experience : 3-5 years experience working with IT Supplier / Relationship Management, or vendor contracts and / or performance.

Management of vendor contracts and / or vendor performance.

Certifications / Specific Knowledge : Governance in a regulated industry

TRAINING REQUIREMENTS / CLASSES

• New employee orientation
• Required annual compliance training
• Ongoing education of vendor strategy and service offerings

PHYSICAL DEMANDS

Must be able to effectively access and interpret information on computer screens, documents, and reports. This position requires a large amount of time in front of a computer.

This can be done sitting or standing with use of the right desk.

WORK ENVIRONMENT

Telecommuting roles no matter if hybrid or 100% full time telecommuting must have a secure home office environment that is free from background noise and distractions.

They must also have a reliable private internet connection that is not supplied by use of cellular data (hot spot). Cable or fiber connections are preferred.

Requirements are subject to change, as new systems and technology is delivered. Travel may be required to come to meetings as needed.