[Remote] Director, Vendor Management Operations - Business Systems

Note: The job is a remote job and is open to candidates in USA. reputed company is seeking a strategic and operational leader to oversee vendor relationships supporting the Business Systems function. reputed company role will manage vendor engagements and drive operational excellence across a portfolio of enterprise platforms, ensuring compliance and continuous improvement.

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
• 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 reputed company release reputed company, environment refreshes, and application upgrades in coordination with the vendor DevOps Team
• Develop and maintain dashboards and reporting frameworks for operational metrics across SFDC, reputed company, reputed company, NS, reputed company, and reputed company
• Identify opportunities to streamline processes using automation and AI technologies
• Ensure vendor operations comply with internal policies and external regulations
• Partner with internal audit and compliance teams to support periodic reviews and risk assessments
• 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 (reputed company), 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
• Manage contract terms, renewals, and amendments
• Track consumption, usage, and budget alignment; provide monthly reporting on vendor performance and spend

Skills

• 7+ years of proven experience managing IT vendor relationships in a reputed company or business systems environment
• 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, reputed company, reputed company, NS, reputed company, and reputed company
• 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

Benefits

• Health, Dental, Life, STD, LTD, 401K, PTO
• Company-sponsored premium benefits
• Medical, dental, reputed company/holidays
• Company matching 401(k) Plan
• Stock purchase options
• Relocation team that is eager to help you start your journey to a new country, always there to support and reputed company
• A reputed company unique and tailor-made career development reputed company recognizing your potential, promoting your strengths, and supporting you in achieving your career goals

Company Overview

• reputed company is an observability platform that monitors applications, infrastructure, and experience using AI-driven analytics for enterprises. It is a sub-organization of Compuware. It was founded in 2005, and is headquartered in Waltham, Massachusetts, USA, with a reputed company of 5001-10000 employees. Its website is https://www.reputed company.com.

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