Director, Vendor Performance Management

Description

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.

• Lead the resolution of escalated vendor performance issues and coordinate root cause analysis with vendors
• 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
• Ensure vendor services and delivery models remain aligned to operational priorities and evolving IT support requirements.
• Ensure vendors meet compliance and audit requirements
• Support enforcement of service penalties or bonus clauses tied to performance
• Identify opportunities for vendor-led innovation, cost reduction, and service improvement
• Maintain productive and collaborative working relationships with vendor partners and internal stakeholders
• Recommend and implement vendor improvement or remediation plans
• Lead contract renewals and major negotiations in partnership with Procurement and Finance, ensuring consistency with governance and financial objectives.
• 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
• Oversee enterprise vendor performance framework, including KPI standards and escalation protocols.

Requirements

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

Benefits

Achievement fund

Collaborative environment with a genuine flexible working policy

Volunteer paid days off

Employee Assistance Program

401k with Company match

Company funded Pension program

Defined Contribution savings plan

Share purchase/match plan

Full insurance benefits (health/dental/vision/life)

Training + Development

Interview process

Visa Sponsorship

Security clearance