Business Systems Vendor Operations DirectorYour role at DynatraceWe are seeking a strategic and operational leader to oversee vendor relationships supporting the Business Systems function. This role will manage vendor engagements and drive operational excellence across a portfolio of enterprise platforms including Salesforce (SFDC), SAP, NetSuite (NS), Boomi, Gong and Snowflake. The ideal candidate will bring a blend of vendor management expertise, process optimization, and technology fluency to support scalable and resilient operations.
Key Responsibilities:
Vendor Relationship Management
- 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.
This is a remote eligible position. Candidates who sit within a 45 mile radius of Boston, MA; Denver, CO; Detroit, MI will be required to work hybrid (2 days per week in office). All candidates will be required to work EST hours.
What will help you succeed Minimum Requirements
- 7+ years of proven experience managing IT vendor relationships in a technology or business systems environment.
Preferred Requirements
- Strong understanding of operational frameworks (ITIL, DevOps) and performance management.
- Experience with automation platforms and AI-driven process optimization.
- Familiarity with enterprise platforms such as SFDC, SAP, Gong, NS, Boomi, and Snowflake.
- Excellent communication, negotiation, and stakeholder management skills.
- Ability to work in a fast-paced, matrixed organization with global teams.
- Experience managing follow-the-sun support models across multiple geographies.
- Experience with SOX ITGC compliance in a SaaS/enterprise application environment.
Compensation and Rewards DOE, salary $XXK - $XXK, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location.
