Director, Vendor Performance Management

Description

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

Requirements

• 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
• Customer Centric
• Certifications such as CSMP or CPSM are advantageous
• Experience coordinating QBRs, tracking SLAs/KPIs, and driving corrective action plans
• Owner mindset
• Proficiency in vendor performance tracking tools or contract lifecycle management platforms is an asset
• Solid understanding of vendor governance models, performance scorecards, and escalation management
• 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
• Knowledge of risk, compliance, and audit requirements related to third-party services
• Experience in tracking and reporting on vendor spend, including utilization and capacity planning

Benefits

• Continuous learning

Training + Development

Interview process

Visa Sponsorship

Security clearance