Technology Relationship Specialist (Vendor Management) in St Leonards

12 month fixed term role, driving strong Technology vendor performance and outcomes. We are committed to providing services for people with low vision or blindness by tailoring solutions to help overcome barriers and build independent and fulfilling lives. We are united in our shared mission of creating opportunities, championing the rights of people with low vision or blindness, and building communities who share our mindset and ambition for accessibility and inclusivity. With a strong culture of innovation, learning, flexibility and belonging, we live our values and allow our team members to be the best version of themselves inside and outside work.

The Technology Relationship Specialist drives high performance and outcomes from external technology vendors, ensuring services and products meet organisational needs and ITSM standards. As the primary liaison with Technology vendors, the role holds partners accountable for contract delivery, risk, and compliance, while fostering strong relationships that support continuous improvement and alignment with business objectives.

• Develop and maintain effective working relationships with IT vendors to ensure high-quality service delivery and value for money.
• In collaboration with general counsel, ensure Guide Dogs NSW/ACT’s commercial, business and technical objectives are represented in contract negotiations, renewals, and service level agreements, ensuring compliance with organisational policies and service management frameworks.
• Monitor vendor performance through regular service reviews, KPI analysis, SLA tracking, and issue resolution, proactively addressing any concerns or risks and ensuring ITSM measures are embedded in regular reporting.
• Design, document and monitor processes between internal teams and stakeholders and external IT service providers, e.g. user onboarding and offboarding, disaster recovery plans, issue escalation, continuous improvement.
• Facilitate clear communication between technical teams, business stakeholders, and vendors to support smooth service operations and continuous improvement.
• Assess vendor risks and ensure compliance with IT governance, security, continuity, and risk management frameworks.
• Manage vendor onboarding and offboarding processes, ensuring alignment with service transition activities such as knowledge transfer, documentation handover, and operational readiness.
• Ensure vendors follow structured processes for deploying new services or technologies, including testing, validation, and post‑implementation review.
• Drive continual service improvement initiatives with vendors, using trend analysis, performance insights, and incident/problem data.
• Stay up to date with market trends, emerging technologies, and best practice service management frameworks (e.g., ITIL, ISO 20000) to inform vendor selection and strategy.
• Lead and mentor the internal IT support team to deliver excellent customer service with high technical capability.
• Supervise the end user compute program in collaboration with the managed service provider and internal IT support team.
• Oversee external spend on IT software and services and identify opportunities for consolidation, rationalisation and cost reduction.
• Contribute to the annual planning for the technology operating and capital budgets.

Minimum of 3 + years’ Experience in vendor management, procurement, IT contract administration, and familiarity with IT service management frameworks such as ITIL. Strong negotiation, communication, and relationship‑building skills. Highly developed customer service and stakeholder management skills. Demonstrated experience in providing clear expert advice and influencing senior stakeholders. Highly developed written and oral communication skills, including a demonstrated ability to prepare reports and documentation. Tertiary qualifications in business or Information technology are highly regarded.

Benefits that Guide Dogs offer: As a member of the Guide Dogs team, you will have access to a wide range of benefits tailored to your needs. A competitive remuneration package is available commensurate with skills and experience, which includes tax free salary packaging of up to $15,900. EAP - Get support when you need it with Employee Assistance Program counselling sessions. Me Days – Receive two paid days per year to support your health and wellbeing. Paid Parental Leave – take time to bond with your new child with 15 weeks paid leave after qualification period. The option to purchase up to 4 weeks additional leave each year. Employee benefits program and Reward and Recognition program. Support for your professional development including paid study leave and educational assistance. Join an organisation that makes a meaningful and positive impact on our society.

• Our clients come first in everything we do.
• Walk the Talk - The buck stops with us. So we keep our word and keep going, no matter what.
• Lead with Head and Heart - Forever focused on our purpose and mission, we combine care and careful planning to deliver successes worth celebrating.
• Lift each other - From a guiding hand to a high five, we unleash and acknowledge everyone's potential.
• Never stop exploring - We’re fearlessly creative. We’ve always asked and answered the tough questions and if there’s a better way, we’ll find it.

Guide Dogs NSW/ACT are proud to be an inclusive workplace that reflects our clients and the broader community and are committed to providing a work environment in which everyone is included, treated fairly and with respect. We offer equal employment opportunity regardless of your disability, gender or gender identity, race, religion, sexual orientation, age, marital or domestic status, carer status, or political opinion. If you require an adjustment within the recruitment process, please contact jobs@guidedogs.com.au to inform us of your preferred method of communication.