IT Vendor Management Lead ;Network, Telecom & Call Center Platforms

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The IT Vendor Management Lead – Network, Telecom & Call Center Platforms is responsible for managing mission‑critical suppliers that support the company's enterprise connectivity, unified communications, call center operations, and network resiliency. This role oversees large carrier agreements, infrastructure services, and availability‑driven SLAs. The IT Vendor Management Lead ensures performance stability, manages operational escalations, and partners with Network Engineering, Voice Engineering, Infrastructure, and Customer Service leadership to optimize spending and improve service delivery.

This position requires experience with telecom contract structures, carrier negotiations, hardware/software bundles, and platforms supporting large call center environments.

This portfolio comprises leading telecom carriers, network equipment suppliers, and call center platforms. The composition of this portfolio is subject to change in response to evolving business requirements and organizational strategies. The individual in this role will oversee suppliers that deliver:

• Network, voice and telecom services
• Network infrastructure hardware and related services
• Call center and customer engagement platforms
• UCaaS (Unified Communications as a Service)
• Mobility services
• Enterprise carrier relationships and network resiliency solutions

• Serve as the primary strategic owner for assigned supplier relationships, ensuring alignment to enterprise technology, financial, operational, and risk objectives.
• Lead and mature supplier governance including quarterly business reviews (QBRs), executive business reviews, steering committees, and strategic roadmaps.
• Oversee contract strategy, including renewals, enterprise licensing, SaaS agreements, consumption models, pricing optimization, and SLA development.
• Partner closely with IT, Security, Finance, Legal, Architecture, and business leaders to drive alignment between business requirements and vendor capabilities.
• Lead escalations, risk mitigation, service remediation, and performance correction plans to ensure vendor accountability.
• Manage enterprise financials for assigned suppliers including cost optimization, forecasting, ROI, and long‑term investment planning.
• Maintain deep awareness of market trends, supplier risk, and competitive landscapes within portfolio.
• Influence executive stakeholders using strong communication, storytelling, and analytical reasoning.
• Contribute to vendor management maturation including frameworks, dashboards, and governance tools.

• Bachelor's degree in supply chain management, business management, business administration or engineering or other related field
• 7+ years in IT vendor management, strategic sourcing, technology procurement, or related IT leadership roles.
• Experience in managing telecom carriers, network equipment suppliers, or call center platforms
• Deep understanding of UCaaS/CCaaS, network architecture basics, pricing models, and telecom operational SLAs.
• Proven experience partnering with product owners and engineering teams on SaaS roadmaps and cross‑functional adoption.
• Background negotiating enterprise SaaS agreements and multi‑cloud integration considerations.
• Strong executive presence with the ability to influence and present to VP/SVP levels.
• Proven history driving strategic negotiations, contract optimization, and supplier lifecycle management.
• Strong financial acumen and the ability to analyze, model, and communicate cost scenarios.
• Demonstrated ability to build collaborative relationships across cross‑functional teams.
• Strong problem‑solving, negotiation, and conflict resolution skills.
• Experience supporting large, matrixed organization with healthcare preferred but not required.

• Familiarity with hardware lifecycle management, network support agreements, and infrastructure resilience requirements.
• Experience negotiating carrier contracts.
• Experience with Telecom Expense Management (TEM) providers
• Vendor management certifications (CVM, etc.)
• Commitment to…