IT Vendor Performance Manager

IT Vendor Performance Manager

The Vendor Performance Manager is responsible for the performance of the services by the Service Provider. Acts as a technical and functional subject matter expert, as well as an expert in the analysis, interpretation and presentation of performance measures to enable senior leadership to understand process performance, report progress against targets (SLA's), and proactively manage service delivery in alignment with the performance expectations of the organization. Key areas of this role will include Contracted Deliverable Administration, Performance Management, Issue Management, Service Level Management, Governance, Relationship Management, Invoice Management.

Management & Administration of Contracted Deliverables : Manage contract deliverables and administrative requirements, including : creation of the Deliverables and Obligations tracker; review of contract-sensitive aspects of proposed new work; negotiation activities; management of contract-required approvals, authorizations, consents, and notices; and management of correspondence

Performance Management : Manages the aggregate performance metrics reported at the management and Executive Committees. Conducts comprehensive supplier relationship / performance reviews and reports on all aspects of Provider Relationship Management. Conduct regular service reviews; manages and audits Service Provider performance and productivity relative to Service Levels. Ensures that all terms and conditions of the agreement are satisfied, contractual constructs are fit for purpose and mitigate any risk exposures; works with the Strategic Provider to progress the goals and objectives of the set of agreements

Issue Management : Act as point of escalation for contracted service level related issues that arise at the service delivery level. Maintains and tracks status of all services engagement-related issues from initiation through resolution. Types of issues include contract, invoice, service issues, and other issues that may arise in the relationship. Participate ongoing continuous improvement processes to mitigate issues and risks. Functions as the main point capture and facilitate the resolution of escalated issues in a consistent / structured way, encouraging issue resolution at the lowest levels of the organization, and escalation following a pre-defined path

Service Level Management : Manages contracted service delivery against agreed service levels. Included receiving, reviewing, and validating service level reporting as provided by supplier, in conjunction with service delivery teams. Capturing service level misses and discussing with supplier, and creating plans for improvement where needed. Review service level against invoicing to calculate compensable targets for credits due back form supplier for performance misses, or credits earns by supplier for positive performance

Governance & Relationship Management : Managing established touch points with suppliers and stakeholders to address service delivery and performance, and to facilitate decision making. Routine assessment of relationship between the company and supplier, and providing plans for improvement and maturity or relationship where necessary. Producing periodic reporting and establishing touchpoints to apprise Executives and Stakeholders of performance of contracted projects

Invoicing / Financial Management : Managing review and validation of invoicing with supplier, stakeholders, and IT Finance on monthly basis, to promote accuracy in billing, as well as alignment with establish approval and payment processes. Interfaces with Financial Management to analyze performance outcomes for Performance Credits / Earn-backs. Coordinates with finance manager, finance, procurement, and IT leaders on of annual and monthly IT vendor spend (primarily contract financials).Spend analytics and identification of opportunities / risks, including high-level analysis of license management working with license contract owners

Required : Bachelor degree in Business, Math, IT / CS with at least 8 years of relevant work experience. In lieu of a Bachelor's degree, at least 10 years of relevant work experience. Proficient with Microsoft 0365, SAP, Ariba

Desired : Advanced degree e.g., master's degree in business or accounting. ITIL Foundations Certification