Manager of Supplier Relationship Management

Information Technology
76868 Requisition #

Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive and people prosper.  We live a culture defined by The Gallagher Way, our set of shared values and guiding tenets.  A culture driven by our people, over 30,000 strong, serving our clients with customized solutions that will protect them and fuel their futures.

Gallagher Technology Services (GTS) provides and maintains quality, value-added core and common applications and information solutions to enable the business strategies of Gallagher corporate and divisions.

Position Summary


The GTS Corporate Solutions & Services Manager of Supplier Relationship Management (SRM), is responsible for the definition, development, and execution of the GTS Corporate Solutions & Services 3rd party vendor (3PV) relationships strategy. The Manager of SRM actively directs, manages and optimizes 3PV relationships to ensure conformance to GTS Governance, Policies, Procedures and Standard Operating Procedures (SOPs) in areas including, but not limited to, Process Definition, Production Support, Application Development, QA Testing, Compliance, and Maintenance and Reporting.  The Manager of SRM will work closely and collaboratively with cross-functional peers, application owners, process owners, and vendors to scale and evolve services to meet organizational strategic direction and corresponding business needs.  The Manager of SRM will be the single point of contact (SPOC) for GTS Corporate Solutions & Services 3PV negotiations/agreements, as well as administration and enforcement of 3PV contract terms and conditions.


Essential Duties and Responsibilities


  • Ensure 3PV services and delivery SLAs are defined and aligned with GTS tactical/ strategic direction and business needs.
  • Refine GTS Corporate Solutions & Services strategy for 3PV partnerships:
    • Governance
    • Standardized MSA/SOW/CR/CO
    • Determine, confirm, and continuously refine SLAs for services.
  • Manage and optimize 3PV relationships, services, and SLAs
  • Ensure 3PVs conform to GTS policies and procedures
  • Define, enforce, periodically review and modify:
    • Criticality/Pririty Definitions
      • Application/Incident/Work Order/Batch Process
    • Respnse/Resolution SLA Targets
      • Incidents (On-Site/On-Call)/Work Orders/ Batch Process)
    • Service Hurs
      • On-Site/On-call
      • Holidays (On-Call)
    • Cmmunications and Reporting
      • Applications/Services
      • Staffing
      • Escalations
    • Critical and Key Perfrmance Indicators
  • Act as escalation SPOC for all contracts, including: CRs, COs, SOWs and administering and enforcing contract terms and conditions.
  • Collaborate with GTS Corporate Solutions & Services Leadership and other GTS Management to implement policies, processes, and procedures. Conduct periodic audits of 3PV compliance.
  • In consultation with GTS leaders, identify skill/experience gaps or overlaps within the existing team and collaborate with 3PV to expeditiously introduce resource/team structure/service changes to meet business needs.
  • Manage other projects and initiatives as assigned.


  • Bachelor’s Degree.
  • Minimum 5 years of IT experience, including working with IT vendors, particularly for consulting and offshore staffing services.
  • 3+ years of direct accountability for delivery of some or all of the following functions: Production Support, Application Development, QA Testing, Maintenance and Reporting.
  • Continuous improvement mindset for assessing strengths, weaknesses and opportunities in existing services delivery.
  • Experience in drafting, negotiating, reviewing and/or evaluating performance of vendor/service contracts and SLAs.
  • Exceptional relationship building skills, with the ability to maintain solid partnerships while challenging the status quo, collaboratively introducing change to process/procedures in order to transform and evolve 3PV service delivery.



  • Degree in IT, Engineering, Business Administration or related field.
  • ITIL/ITSM Certification.
  • 3+ years of experience directing the work of outsourced/offshore IT staff.
  • Business analysis, program/project management and other PMO-related experience and skills.

Key Characteristics

  • Demonstrated ability to prioritize and manage multiple tasks simultaneously
  • Ability to work at a fast pace and cope with conflicting deadlines
  • Proven ability to deliver excellent customer service
  • Ability to clearly and efficiently communicate user needs and bridge gaps with technical staff
  • Strong writing skills and ability to create program governance documentation, SOPs, communication templates and job aids
  • Good analytical and problem solving skills
  • Dependable, hardworking, professional, self starter, able to work well with cross functional teams


Travel Requirements

  • Up to 10% travel, in support of special projects or vendor site visits, when needed, including international travel.


U.S. Eligibility Requirements


  • Interested candidates must submit an application and resume/CV online to be considered
  • Must be 18 years of age or older
  • Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation
  • Must have unrestricted work authorization to work in the United States.  For U.S. employment opportunities, Gallagher hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Gallagher will require proof of work authorization
  • Must be willing to execute Gallagher's Employee Agreement or Confidentiality and Non-Disclosure Agreement, which requires, among other things, post-employment obligations relating to non-solicitation, confidentiality and non-disclosure


Gallagher offers competitive salaries and benefits, including: medical/dental/vision plans, life and accident insurance, 401(K), employee stock purchase plan, educational expense reimbursement, employee assistance program, flexible work hours (availability varies by office and job function) training programs, matching gift program, and more. 


Gallagher believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, sex, color, disability, national origin, religion, creed, age, marital status, citizenship, veteran status, gender, gender identity / expression, actual or perceived sexual orientation, or any other protected characteristic.  Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination.  In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business.



Please Note:

Gallagher never extends an offer of employment or requests any personal identification information without having received an online application and conducted one or more in-person or video interviews. If you have received any communication referencing the offer of a job at Gallagher and you have not submitted an online application or been interviewed by a Gallagher employee, please do not assume that the offer is being sent from a legitimate Gallagher representative.

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