VMO Manager

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 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.

• 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 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

• Degree Type: Bachelor's Degree
• Field(s) of Study: Business, Finance, Economics, Supply Chain or related field
• Experience: 7+ years 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; analytical and insight‑driven; structured and methodical; collaborative and diplomatic; confident communicator; proactive problem solver
• Certifications:
  • CPSM, CIPS, or equivalent procurement or sourcing certification
  • Commercial or contract management certifications (e.g., World
    
    CC/IACCM, CCM) preferred

Norwegian Cruise Line Holding’s policy is not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.