The Contract Manager is STSI's on-the-ground representative responsible for all day-to-day contract performance at client location. This is a required Key Personnel designation. The Contract Manager coordinates contractor personnel, ensures compliance with contract terms, conducts bi-monthly status meetings with the IT Director, and serves as the primary escalation point for all performance matters. This position may not be removed without prior written client approval.
Serve as STSI's primary point of contact with the client IT Director and OCIO leadership
Conduct bi-monthly status meetings with the client IT Director; ensure weekly written project status reports are submitted on time
Oversee day-to-day performance of all contractor personnel across all active task orders
Manage staffing: candidate submissions, onboarding, background check compliance, and performance management
Maintain all required reports: help desk metrics, system availability, position status, security incident summary, work plan updates
Develop and annually update the contractor training plan and submit to IT Director within 30 days of contract start
Coordinate hurricane/emergency staffing rosters (ER1/ER2) before each June 1 hurricane season
Lead transition activities during contract startup (90-day plan) and civil service workforce transitions
Initiate quarterly corporate communications; coordinate annual STSI executive site visit to New Orleans
Monitor and maintain 85%+ annual personnel retention rate; prepare corrective action plans if threshold is missed
Bachelor's degree in IT, business administration, or related field
Minimum 7 years of IT services management experience, including client-facing contract management
Demonstrated experience managing multi-disciplinary IT teams in a public-sector or utility environment
Louisiana-based (or able to relocate); must provide regular on-site presence in New Orleans
Strong knowledge of IT service delivery, SLA management, and staffing operations
PMP or equivalent project/program management certification
Experience with ITIL service management frameworks
Prior experience managing contracts for a government or utility authority
Softthink Solutions' mission is to drive continuous innovation in IT services by prioritizing product development and implementing trustworthy computing practices. Our focus on secure and reliable product delivery is backed by sound business practices and a commitment to the long-term satisfaction of our clients in every project, regardless of its size or complexity. Through our innovative solutions and dedicated team of experts, we strive to exceed our clients' expectations and set the standard for excellence in the IT industry.
At Softthink Solutions, our vision is to be a trusted partner for our clients, empowering them to bring their ideas to life in the most efficient and effective manner possible. We are committed to using established best practices, industry-standard processes, and cutting-edge technology to deliver top-notch solutions that exceed expectations. Our goal is to be recognized as leaders in the industry for our innovative, reliable, and secure IT services and solutions, and to drive the success of our clients through every project we undertake.
Contract Manager / Account Manager • New Orleans, LA, United States
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