IT Services Contract & Performance Manager

Work Location: Anchorage

Schedule: This is a regular exempt Anchorage based position on an urban schedule of a 40-hour week or 9/80-work schedule.

Band: M

Benefits: Medical, dental, and vision coverage starting day one; FSA; eligible to participate in 401(k) on day one, with 7% company match after one year; pension eligibility starting day one, with 1-year vesting; annual bonus potential; wellness reimbursement; EAP; paid parental leave; educational assistance; vacation and sick leave.

The IT Services Contract & Performance Manager role is responsible for end‑to‑end ownership and coordination of assigned IT services, including critical outsourced services delivered through the Managed Service Provider (MSP) and Managed Security Service Provider (MSSP) contracts.

This position ensures IT services are strategically aligned with business needs, deliver measurable value, and support Alyeska Pipeline Service Company’s (APSC) operational and risk management objectives. The role serves as the primary liaison between business stakeholders, IT delivery teams, and strategic vendors to ensure services are delivered securely, efficiently, and in compliance with contractual, financial, and performance expectations.

This role does not directly supervise employees but oversees contract work assignments and provides direction for Alyeska employees. The position reports to an IT Manager.

Accountabilities and Specific Requirements:

• Own assigned IT services across their full lifecycle, ensuring alignment with company strategy, business priorities, available resources, and IT service delivery capabilities.
• Partners with vendors to address performance gaps, ensures contractual expectations are upheld, and uses available remedies as needed, balancing professionalism, respect, and relationship‑building.
• Act as the primary liaison, negotiator, mediator, and broker between business partners and IT service delivery.
• Develop and maintain service roadmaps aligned with business demand, operational needs, innovation opportunities, and budget constraints.
• Define, monitor, and report service performance metrics, KPIs, user satisfaction, and financial performance.
• Coordinate demand forecasting, prioritization, and resource planning to deliver the highest‑value outcomes for the business.
• Develop and execute plans to improve service adoption, utilization, optimization, and overall value realization.
• Serve as the ACR (Accountable Contract Representative) for the MSP and MSSP contracts.
• Provide end‑to‑end oversight of MSP/MSSP contract execution, including governance, scope control, and performance management.
• Establish and maintain vendor governance frameworks, operating cadence, and escalation paths.
• Monitor, enforce, and manage Service Level Agreements (SLAs), ensuring corrective actions are initiated and resolved when performance or security expectations are not met.
• Oversee vendor performance, financial management, invoice review, and cost controls to ensure contractual and commercial value is achieved.
• Manage contract changes, scope adjustments, and service evolution to prevent unmanaged scope growth and control gaps.
• Ensure MSP/MSSP services remain strategically aligned with APSC business objectives, IT strategy, and security posture.
• Drive vendor‑led innovation and continuous improvement initiatives that improve service quality, efficiency, and speed to delivery.
• Directly support APSC’s risk management and cybersecurity objectives by establishing clear accountability for MSP/MSSP governance, performance, and security alignment.
• Ensure outsourced services reduce operational and cyber risk and strengthen, rather than weaken, organizational resilience and performance.
• Identify and mitigate service, delivery, and security risks associated with outsourced IT services.
• Ensure transparency, documentation, and governance controls are in place to maintain trust and accountability between IT, vendors, and business stakeholders.
• Provide financial stewardship for assigned services, including budget planning, forecasting, and cost optimization.
• Ensure APSC receives the full commercial and operational value of MSP/MSSP investments.
• Develop written business cases to support service improvements, investment decisions, and optimization opportunities.
• Contribute to IT department objectives related to simplification, cost reduction, and speed to delivery.
• Coordinate prioritization of business technology requests and ensure resources are allocated to the highest‑value initiatives.
• IT service planning and prioritization
• Budget authority and financial stewardship for assigned services
• Contract, scope, and vendor performance oversight
• Company‑wide communications related to assigned services
• Resource coordination and demand planning

Knowledge, Skills & Abilities

• Strong knowledge of IT service management and service lifecycle concepts.
• Experience with vendor governance, managed service delivery, and SLA management.
• Demonstrated ability to align business needs with IT capabilities, budgets, and outsourced service models.
• Strong financial and analytical skills related to cost management, budgeting, and value realization.
• Ability to manage complex stakeholder relationships and competing priorities.
• Strong written and verbal communication skills, including business case development and executive‑level reporting.

Minimum Qualifications: Applicants must meet or exceed these minimum job requirements to apply for this position.

• Bachelor’s degree in information technology, Business, or a related field, or equivalent combination of education and experience
• Four (4) years’ experience in IT service ownership, vendor management, or technology portfolio management
• Experience coordinating work across IT teams, contractors, and managed service providers

Preferred Qualifications

• Experience serving as an ACR or contract owner for large‑scale managed services
• Experience working with MSP and/or MSSP delivery models
• Knowledge of IT service management frameworks (e.g., ITIL or similar)
• Experience with financial management, demand planning, and resource forecasting
• Experience supporting cybersecurity or risk‑focused IT services

ALYESKA MINDSETS:

• Believe In Zero: We believe zero is far from nothing. Zero accidents and spills make this a safer place to work. Zero regulatory infractions and operational upsets help things run smoother. On TAPS, zero is something of worth.
• Be Accountable: We all take ownership in the success of Alyeska. We ask, "What else can l do?" to move forward. We keep our commitments and expect the same from others, with respect and without excuses. After all, we know our future depends on it
• Speak And Work As A Team: We never go it alone, and only win together. We know that everyone is important; no one is more important than another. We build each other up and form stronger bonds with every interaction. We tear down silos. "They" is not in our vocabulary because "we" are TAPS.
• Get Better Every Day: We're for better. It helps us evolve the way we work to deliver stronger results. It builds trust with our customers and co-workers. By learning, growing, and challenging the norm, we'll leave TAPS better for everyone.
• Speak Up, Step Up: Here we feel free to use our voice. We speak up about opportunities and ideas and when we see any safety risks or concerns. And we step up to assess problems and implement solutions. Being proactive is a way of life at Alyeska.
• Act With Discipline: We know there’s no easy path to excellence. It takes high standards that we fully commit to for ourselves and our contractors. It's hard work, requiring rigor and precision, but practice delivers outstanding results.
• Spend Wisely: We treat the company as if it were our own. That's why we track and optimize our resources. We balance people, time, materials, and budget to ensure we’re being smart with money and eliminating waste.
• Take Action: You won't find us standing on the sidelines waiting for the perfect solution. We know when progress is more important than perfection. We’re agile, quick, and make well-informed decisions. It's what lets us move further, faster.

PRE-EMPLOYMENT DRUG SCREEN TESTING:

Employment with Alyeska is contingent upon successfully passing a background investigation and, in some cases, a Physical Fitness Test and Medical Exam specific to the role for which you are applying. Alyeska also requires pre-employment urinalysis drug testing for all positions. A positive drug test makes you ineligible for employment with Alyeska and on TAPS.

Please note, Alyeska does not seek or accept any genetic information as part of the drug testing procedure or any other process that could directly or inadvertently provide genetic information (family medical history).

EMPLOYMENT VERIFICATION USING E-VERIFY:

Federal Law requires all employers to verify identity and employment eligibility of all persons hired to work in the United States. Alyeska Pipeline Service Company participates in E-Verify. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S Department of Homeland Security and Social Security Administration records to confirm employment eligibility. http://www.dhs.gov/e-verify.

TWIC:

The Alyeska Valdez Marine Terminal (VMT) is a regulated facility, and the employee hired to work on the VMT or to provide emergency support or other approved work for the VMT will be required to have a Transportation Worker Identification Credential (TWIC). For more information about this Federal credential access the Web site listed below. The successful candidate for this job will be notified if a TWIC will be required and will then be responsible for enrolling and obtaining a TWIC prior to their hire date. http://www.tsa.gov

APPLY ONLINE: Employment - Alyeska Pipeline

ALYESKA PIPELINE SERVICE COMPANY IS AN EQUAL OPPORTUNITY EMPLOYER THAT VALUES WORKPLACE DIVERSITY.

Alyeska Pipeline is a drug-free and alcohol-free workplace.