Vendor Manager; OSA​/KPI; Atlanta, GA or Nashville, TN

Job Summary

The Vendor Performance Manager (OSA/KPI) is responsible for owning and executing the portfolio-wide OSA/SLA performance framework and KPI governance across portfolio and all relevant critical service providers. This role ensures consistent, accurate, and actionable performance measurement across vendors, enabling timely identification of risks and driving performance improvement outcomes.

As an IC4, this role applies strong analytical rigor and operational judgment to translate performance data into insights, support root cause analysis, and drive structured corrective actions in partnership with cross‑functional stakeholders. The position plays a critical role in maintaining service reliability and performance consistency across data center operations.

• Own and maintain KPI taxonomy, definitions, threshold logic, and governance standards across all vendors and campuses.
• Develop, validate, and publish monthly performance scorecards, including clear narratives, trend analysis, and risk identification.
• Monitor KPI performance and proactively detect deviations, triggering threshold‑based escalations where required.
• Support and coordinate Corrective and Preventive Action (CAPA) processes, ensuring structured tracking, quality of actions, and timely closure.
• Perform root cause analysis (RCA) on performance issues and partner with stakeholders to translate findings into actionable improvements.
• Ensure consistency and comparability of performance metrics across providers through standardized reporting frameworks.
• Maintain high data integrity and partner with systems/tools teams to improve automation, reporting efficiency, and data reliability.
• Contribute to the development of performance dashboards and automated alerting mechanisms to enhance visibility and responsiveness.
• Partner cross‑functionally with vendor management, operations, and category teams to align on performance expectations and remediation priorities.