Director, Vendor Performance Management

Director, Vendor Performance Management

The Director, Vendor Performance Management is accountable for the governance, performance, and value realization of Liberty's strategic IT service providers. This role ensures that outsourced partners meet contractual and service commitments, deliver continuous improvement, and align their contributions with Liberty's operational and strategic objectives.

Accountabilities include overseeing key vendor relationships across infrastructure, application, and IT operations, ensuring alignment with IT and business priorities; leading monthly and quarterly business reviews to track performance, discuss improvements, and align roadmaps; maintaining productive and collaborative working relationships with vendor partners and internal stakeholders; overseeing enterprise vendor performance framework, including KPI standards and escalation protocols; overseeing vendor performance against contractual commitments and leading reviews with IT leadership to address trends and improvement opportunities; monitoring IT incident and service trends in coordination with ITSM leads; leading contract renewals and major negotiations in partnership with Procurement and Finance, ensuring consistency with governance and financial objectives; supporting enforcement of service penalties or bonus clauses tied to performance; leading the resolution of escalated vendor performance issues and coordinating root cause analysis with vendors; ensuring vendors meet compliance and audit requirements; ensuring vendor services and delivery models remain aligned to operational priorities and evolving IT support requirements; identifying opportunities for vendor-led innovation, cost reduction, and service improvement; and recommending and implementing vendor improvement or remediation plans.

Education and experience requirements include experience with establishing and delivery of IT Application and Infrastructure managed services; solid understanding of vendor governance models, performance scorecards, and escalation management; experience coordinating QBRs, tracking SLAs / KPIs, and driving corrective action plans; familiarity with RFI / RFP processes and vendor selection best practices; ability to work closely with Procurement, Legal, and Finance during contract review and negotiation; experience in identifying cost-saving opportunities through vendor consolidation or renegotiation; knowledge of risk, compliance, and audit requirements related to third-party services; strong communication, organizational, and issue-resolution skills; proficiency in vendor performance tracking tools or contract lifecycle management platforms is an asset; experience in tracking and reporting on vendor spend, including utilization and capacity planning; and certifications such as CSMP or CPSM are advantageous.