VMO Performance Manager
About The Position
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.
Requirements
- 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
- 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
Nice To Haves
- CPSM, CIPS, or equivalent procurement or sourcing certification
- Commercial or contract management certifications (e.g., WorldCC/IACCM, CCM) preferred
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Number of Employees
5,001-10,000 employees
