JOB SUMMARY
The VMO Performance Manager is responsible for overseeing the performance, health, and value delivery of all strategic technology service providers in the Global Technology Organization.
Reporting to the Director VMO the role ensures providers consistently meet contractual commitments, operational performance standards, and business outcomes. The VMO Performance Manager partners with the VMO Director, vendor owners, procurement, finance, and delivery leaders to establish a disciplined, consistent approach to vendor scorecards, performance analytics, governance routines, and continuous improvement actions.
This role strengthens the organization’s ability to manage spend, evaluate provider performance objectively, and drive accountability across the vendor ecosystem.
POSITION RESPONSIBILITIES
Vendor Performance Management
- Create and operate the vendor performance management framework (KPIs, SLAs, OLAs, scorecards)Monitor provider delivery performance and contractual compliance
- Identify performance issues and lead corrective action planning with vendor owners
Governance & Relationship Management
- Coordinate and facilitate operational, tactical, and strategic vendor governance forums
- Ensure meeting materials, action logs, decisions, and KPIs are accurate and complete
- Partner with vendor leaders to drive transparency, strengthen relationships, and ensure alignment to business goals
Performance Analytics & Insights
- Own the vendor performance data model, reporting, and insights
- Analyze cost, service levels, quality, risk, and delivery performance trends
- Provide actionable insights to the VMO Lead and technology leadership to inform decisions
Contract & Financial Alignment
- Collaborate with Procurement to ensure performance metrics align with contract terms
- Partner with Finance to track budget alignment, financial performance, and variance explanations
- Monitor adherence to commercial terms, penalties, incentives, and service credits
Issue Management & Remediation
- Lead root‑cause analysis for vendor performance gaps
- Track remediation actions and ensure closure within defined timelines
- Communicate escalation paths and ensure systemic issues are addressed
Continuous Improvement
- Identify opportunities to optimize vendor spend, quality, and delivery effectiveness
- Standardize performance processes, scorecards, and reporting across all providers
- Support vendor capability reviews and quarterly business reviews
QUALIFICATIONS
DEGREE TYPE:
Bachelor's Degree
FIELD(S) OF STUDY:
Business, Finance, Economics, Supply Chain or related Field
EXPERIENCE
- 7+ years of experience in vendor management, sourcing, operations, or performance management
- Strong understanding of SLAs, KPIs, service delivery models, and technology outsourcing
- Experience driving performance outcomes with third‑party providers
- Strong analytical capabilities and experience with performance reporting
COMPETENCIES & SKILLS
- Experience working with large managed service providers or multi‑vendor ecosystems
- Understanding of financial management, forecasting, and commercial terms
- Ability to translate performance data into insights and executive‑ready narratives
- Strong relationship and stakeholder management skills across technology and business teams
- Experience improving vendor performance through structured frameworks and governance
- Accountability‑oriented: holds vendors and internal teams to clear expectations
- Analytical and insight‑driven: uses data to influence and drive action
- Structured and methodical: operates with rigor and consistency across all providers
- Collaborative and diplomatic: able to manage vendor relationships and internal stakeholder alignment
- Confident communicator: able to present performance narratives to senior leaders
- Proactive problem solver: anticipates and mitigates vendor risks before they escalate
COMPETENCIES & SKILLS
- CPSM, CIPS, or equivalent procurement or sourcing certification
- Commercial or contract management certifications (e.g., WorldCC/IACCM, CCM) preferred
