Own global vendor management across key delivery partners in Jordan, Portugal, the Philippines, and future geographies
Drive quarterly business reviews, performance scorecards, corrective action plans, and contractual compliance
Negotiate commercial terms, rate cards, staffing models, and cost structures to ensure competitive pricing and predictable spend
Partner with finance to maintain a unified vendor KPI framework that measures cost per FTE, utilization, SLA adherence, quality, staffing velocity, and productivity
Ensure vendors meet contract obligations, security requirements, background screening standards, and audits
Partner with Procurement, Legal, and Finance to govern renewals, contracts, expansions, and commercial discipline
Manage daily and weekly operational rhythms with vendors including capacity planning, forecasting, productivity reporting, and SLA tracking
Monitor vendor based delivery risks, surface issues early, and drive mitigation plans with internal and external stakeholders
Ensure accurate headcount tracking, shift models, coverage windows, and skill mix across all regions
Support onboarding, offboarding, and role calibration between RapidScale and vendor teams to maintain a consistent customer experience
Build delivery governance dashboards that provide transparency into cost, staffing, performance, and key trends
Improve vendor staffing speed, quality, and ramp effectiveness through analytics, feedback loops, and standardized workflows
Partner with internal service owners to confirm role definitions, skill expectations, training requirements, and capacity needs
Identify performance gaps and drive remediation across productivity, quality, ticket handling, engineering throughput, and customer experience
Evaluate new partners, geographies, or delivery models when gaps or scaling opportunities are identified
Work closely with Service Delivery, Support, Engineering, HR, and Finance to coordinate vendor activities and ensure alignment to operational needs
Provide reporting on vendor performance, risk, and cost using simple dashboards and measurable insights
Build relationships with vendor leadership teams and ensure accountability across all levels
Represent Global Delivery in contract discussions, operational reviews, and internal audits

Requirements

Bachelor’s degree in a related discipline and 8 years’ experience
3+ years’ experience in management or leadership role
Experience spanning global service delivery, vendor management, HR operations, transformation, or operations strategy, ideally within a Managed Services, Cloud, or Professional Services environment
Experience managing offshore and nearshore partners across multiple regions and functional service lines
Experience spans rate card negotiation, cost optimization, and performance-based contract management, along with developing and managing vendor KPI frameworks, governance scorecards, and executive reporting

Benefits

flexibility to take as much vacation with pay as they deem consistent with their duties
seven paid holidays throughout the calendar year
up to 160 hours of paid wellness annually for their own wellness or that of family members
additional paid time off in the form of bereavement leave
time off to vote
jury duty leave
volunteer time off
military leave
parental leave
health care insurance (medical, dental, vision)
retirement planning (401(k))
paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

vendor managementcontractual complianceperformance scorecardscost optimizationKPI frameworkscapacity planningforecastinganalyticsreportingperformance-based contract management

Soft Skills

negotiationleadershiprelationship buildingproblem solvingcommunicationcollaborationaccountabilitystrategic thinkingadaptabilitystakeholder management