Director, Vendor Management Operations - Business Systems

Key Responsibilities

• Acts as primary liaison between internal stakeholders and the vendor, driving governance, performance management, and continuous improvement.
• Oversee contract adherence, performance tracking, and escalation management.
• Facilitate Quarterly Business Reviews (QBRs) and ensure alignment with strategic goals.
• Support onboarding and enablement of vendor teams, including knowledge transfer and documentation.
• Design and manage a tiered support model (L1/L2) with defined escalation paths, RACI matrices, and SLO targets per severity.
• Oversee a follow-the-sun operating model with vendor resources in the Philippines, India, and United States.
• Define and operationalize phased coverage models.

Operational Excellence

• Define and implement operational workflows and support models, leveraging ITIL and DevOps principles in partnership with vendor.
• Establish and monitor Service Level Objectives (SLOs) and Service Level Agreements (SLAs).
• Oversee weekly Salesforce release cycles, environment refreshes, and application upgrades in coordination with the vendor DevOps Team.
• Develop and maintain dashboards and reporting frameworks for operational metrics across SFDC, SAP, Gong, NS, Boomi, and Snowflake.
• Identify opportunities to streamline processes using automation and AI technologies.

Governance & Compliance

• Ensure vendor operations comply with internal policies and external regulations.
• Partner with internal audit and compliance teams to support periodic reviews and risk assessments.

Continuous Improvement

• Lead initiatives to improve vendor performance, cost efficiency, and service quality.
• Stay current with industry trends and emerging technologies to inform strategic decisions.
• Support DevOps transformation initiatives including CI/CD pipeline modernization (Copado), source format migration, and repository management.
• Drive automation initiatives across the support lifecycle, including AI-powered ticket triage, workflow automation, and self-service enablement, to reduce manual effort, accelerate resolution times, and improve service quality.

Budget

• Manage contract terms, renewals, and amendments.
• Track consumption, usage, and budget alignment; provide monthly reporting on vendor performance and spend.