IT Vendor Performance Manager

In this newly created position, you will be responsible for providing direction and conducting reviews of key vendor activities to ensure that the vendors performance meets the organisations expectations and aligns with agreed contractual obligations. The IT Vendor Performance Manager monitors the day-to-day vendor operations and performance against service-level agreements (SLAs) and key performance indicators (KPIs), actively participates in the change and release management approval process, examines measured results for problem determination and root-cause analysis, and works with the vendors on continuous improvement. The IT Vendor Performance Manager also assesses internal customer satisfaction levels with selected vendors, and continuously guides service activities to maintain and enhance the gains achieved through corrective actions. You will be responsible for setting the vendor/service provider performance direction and priorities and preparing new SLAs and KPIs as required. Working alongside the IT Vendor Manager you will assist with negotiating contract terms, conditions, modifications, incentives, and remedies, while working with key stakeholders to ensure that their performance requirements are met You must be a highly effective communicator and a supportive team player, taking a consultative approach whilst maintaining the integrity and independence of the General Affairs department. You will combine an ability to navigate organisational politics and manage stakeholders, with a talent for operational delivery and a strong sense of accountability for results. MAIN RESPONSIBILITIES

• Introduce a robust and standardized vendor performance management program that aligns with business objectives to deliver results, in collaboration with IT Leadership team peers.
• Develop a structured vendor performance management framework to implement consistency across your vendor portfolio.
• Establish and communicate clear and concise vendor performance management metrics by creating effective vendor management scorecards and reporting dashboards.
• Create and issue satisfaction surveys that encompass both internal and vendor 360-degree feedback, and act on concerns and where appropriate escalate to IT Leadership
• Demonstrate a clear line of sight from business objectives to vendor performance management metrics when creating reports.
• Define the contractual performance levels and assist in setting internal customer expectations for performance.
• Perform overall contract oversight for performance management, which includes benchmarking, and SLA and KPI tracking.
• Setting up and maintaining a management and continuous improvement system to collect, track and optimize key indicators/ metrics and dashboards, data analytical models, best practices, and lessons learned.
• Monitor and report performance results to all levels in the organization, as appropriate, and adjust the format, detail, and content of your results for different stakeholders.
• In multivendor environments, oversee or manage service integration across multiple internal and external providers.
• Understand service levels and their relationships to vendor pricing.
• Review vendor performance with executives, key stakeholders, and vendors, and define and implement a performance improvement plan.
• Engage the business units to understand the vendor's effectiveness in meeting business needs.
• In collaboration with the Operational delivery teams and Vendor Manager contribute to the creation and governance of the Glory Customer Charter.
• Identify and implement to conclusion solutions for bringing the provider into compliance, including formal contractual steps such as default and/or dispute mechanisms where necessary.
• Ability to analyse numerous data sources and systems to assess against existing contractual arrangements.
• Ability to undertake formal contractual conversations with Providers in relation to delivery of services.
• Ensure that vendors perform root-cause analysis for failed performance metrics and that corrective actions are implemented and resolve performance issues.
• Ensure that vendors' continuous improvement activities across all services are being performed and monitor the corrective action process.
• Implement levels of control using benchmarks and other monitoring tools to ensure that IT-service, steady-state operations are achieved and maintained.
• Provide an issue-escalation path and resolve vendor performance disputes., It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by state or local law at the Glory Global Solutions, Inc. location to which this application is submitted. In addition, as a Federal Government contractor, all Glory Global Solutions, Inc. locations are affirmative action employers.
EEO Information http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf


• A bachelor's degree is typically required, preferably in an analytical field (such as general business, economics, psychology, computer science, mathematics, statistics, or finance).
• Project Management Institute (PMI) or PRINCE2 training is desired, but not required.
• Certification in ITIL V4 - Supplier Management
• Six Sigma experience is desired, but not required
• Certification in CPSM is desired, but not required
REQUIRED SKILLS AND COMPETENCIES
• Five years in IT service delivery, IT contract management, or general vendor management.
• Project management, sourcing, business analytics, IT service management, vendor relationship management, procurement, or prior vendor performance management background.
• Experience in the context of IT value and performance management frameworks, indicators, and supplier service level agreement is a must have.
• Information Technology Infrastructure Library (ITIL) experience desired
• Exposure to ServiceNow and Power BI
• Data-savvy, strong data analysis capabilities
• Able to bridge communications between the IT organization and its business customers, with a focus on developing an understanding of what the IT organization and its vendors can deliver, and how the deliverables can be measured most effectively.
  
  As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.
Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals - enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience. We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.