Vendor Manager

Vendor Manager

The Vendor Manager will serve as the primary owner of vendor performance across Denali's third-party subcontractor network, including contractors, technicians, and field-service partners. This role is responsible for designing and operating the performance management function of Denali's Vendor Management Program, ensuring that subcontractor performance is measured against consistent standards, that variances are identified and addressed proactively, and that performance data drives continuous improvement across the Services organization.

The Vendor Manager will build and maintain vendor scorecards, define SLA frameworks in partnership with operational stakeholders, and lead regular performance reviews with key subcontractor partners. This position will act as the connective glue between field teams, vendor relationships, and leadership, translating on the-ground realities into structured performance data, and translating that data into clear action. The Vendor Manager is not simply a reporter of results;

they are accountable for driving improvement and escalating risk before it becomes failure.

Essential Functions:

General:

• Own the design and ongoing operation of the performance management function within Denali's Vendor Management Program (VMP).
• Develop and maintain vendor scorecards and KPI frameworks to measure subcontractor quality, timeliness, compliance, and customer satisfaction.
• Monitor SLA performance across Denali's third-party subcontractor network
• Identify performance trends, flag emerging risks, and surface findings with recommended actions to leadership and operational stakeholders.
• Serve as the primary performance management point of contact for field operations, project managers, and the broader VMP team.
• Collaborate with internal and external teams to ensure consistent, high-quality delivery experiences for Denali's customers.
• Coordinate with Vendor Onboarding & Vetting team to ensure performance history informs future contracting and activation decisions.
• Partner with Governance & Ownership team to escalate systemic issues, support dispute resolution, and inform policy decisions.
• Align with field operations, project management, and leadership to achieve delivery quality targets and vendor performance objectives.
• Develop dashboards and reporting tools that give the Services organization real-time visibility into subcontractor performance.
• Analyze performance data and operational insights to support strategic decision-making across the Services organization.
• Independently manage vendor correspondence, including performance reporting, review facilitation, and corrective action communication.
• Facilitate effective cross-functional communication across internal teams and external subcontractor partners.
• Support change management as new processes, tools, or standards are introduced across the vendor network.

Performance Management:

• Quality of Service
• Reliability & Predictability of Delivery
• SLA Compliance & Threshold Management
• Corrective Action Planning (CAP) & Follow-through

Vendor Performance Reviews:

• Lead structured Quarterly Business Reviews (QBRs) with key subcontractor partners, including scorecard walkthroughs, gap analysis, and joint action planning.
• Facilitate corrective action plans when vendors fall below performance thresholds; track CAP commitments and escalate non-compliance.
• Recognize and document high-performing vendors; collaborate with VMP leadership on tiering or preferred-partner designations.

Continuous Improvement:

• Regularly assess the effectiveness of the SLA framework and scorecard design; recommend improvements as the business scales.
• Benchmark Denali's vendor performance approach against industry best practices and bring forward innovations.
• Track and report on improvement trajectories for underperforming vendors; document outcomes and lessons learned.

Competencies:

Work Environment:

This job operates in a professional environment. This role routinely uses standard office equipment such as computers, software applications, Microsoft suite, phones, social media, and marketing technology.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position 75% of the time. The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine, and printer.…