Director

• Oversee key vendor relationships across infrastructure, application, and IT operations, ensuring alignment with IT and business priorities
• Lead monthly and quarterly business reviews (QBRs) to track performance, discuss improvements, and align roadmaps
• Maintain productive and collaborative working relationships with vendor partners and internal stakeholders
• Oversee enterprise vendor performance framework, including KPI standards and escalation protocols
• Oversee vendor performance against contractual commitments and lead reviews with IT leadership to address trends and improvement opportunities
• Monitor IT incident and service trends in coordination with ITSM leads
• Lead contract renewals and major negotiations in partnership with Procurement and Finance, ensuring consistency with governance and financial objectives
• Support enforcement of service penalties or bonus clauses tied to performance
• Lead the resolution of escalated vendor performance issues and coordinate root cause analysis with vendors
• Ensure vendors meet compliance and audit requirements
• Ensure vendor services and delivery models remain aligned to operational priorities and evolving IT support requirements
• Identify opportunities for vendor-led innovation, cost reduction, and service improvement
• Recommend and implement vendor improvement or remediation plans

Director, Vendor Performance Management

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Senior Director