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.

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

Requirements

• Solid understanding of vendor governance models, performance scorecards, and escalation management
• Certifications such as CSMP or CPSM are advantageous
• Strong communication, organizational, and issue-resolution skills
• Experience with establishing and delivery of IT Application and Infrastructure managed services
• 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
• Experience coordinating QBRs, tracking SLAs/KPIs, and driving corrective action plans
• 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
• Knowledge of risk, compliance, and audit requirements related to third-party services

Benefits

Collaborative environment with a genuine flexible working policy

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

Employee Assistance Program

Share purchase/match plan

Defined Contribution savings plan

Company funded Pension program

Volunteer paid days off

401k with Company match

Achievement fund

Training + Development

Interview process

Visa Sponsorship

Security clearance