VMO Manager

The VMO Manager is responsible for establishing and running the vendor management office within Technology to optimize outcomes from Managed Services Providers (MSPs). This role drives governance, performance management, program health, and KPI alignment across all MSP engagements, ensuring service excellence, contractual compliance, value realization, and risk mitigation. The VMO Manager ensures service excellence, contractual compliance, value realization, and risk mitigation while partnering with Technology, Security, Finance, Procurement, Legal, and business leaders to deliver measurable business outcomes.

• Governance & Operating Model Designs and operates the VMO governance framework for MSPs, including cadence, artifacts, and decision rights (e.g., Q /M , contract reviews, risk reviews, and improvement plans).
• Establishes and enforce standardized vendor playbooks, including SLAs/XLAs, KPIs, escalation paths, RACI, and performance scorecards.
• Maintains a central repository of contracts, SOWs, amendments, obligations, and renewal calendars; ensure alignment to enterprise procurement and legal policies.
• Drives compliance with regulatory, security, and data privacy requirements (e.g., SOC 2, ISO 27001, GDPR/CCPA where applicable) in collaboration with Security, Risk, and Legal.
• Program Health & Value Realization: creates and manages a portfolio view of all MSP engagements—status, risks, dependencies, financials, and outcomes; facilitates prioritization of Innovation Backlogs and run retrospectives; monitors program health across delivery, risk, compliance, and stakeholder satisfaction; proactively surface issues, trends, and recommendations.
• Drives transition & transformation governance for new MSPs or scope changes, including due diligence, knowledge transfer, and operational readiness.
• Quantifies and communicates value realization (e.g., cost optimization, service stability, risk reduction, productivity gains).
• Relationship & Stakeholder Management: serves as primary point of accountability for vendor performance across Technology, ensuring alignment with CIO priorities and roadmaps; fosters collaborative and performance-driven culture across teams and partners; facilitates exec-level engagement with vendors including escalations, negotiations and remediation planning; partners with IT leaders (Infra, Apps, Security, Data), Finance/Procurement, and Legal to align contracts, budgets, and outcomes.
• Standard, Tools & Automation: defines data standards and reporting framework to ensure accuracy, transparency, and auditability of vendor performance; owns or influences the VMO tooling ecosystem (ex Service Now, vendor scorecards, BI / analytics); implements automation and analytics to enhance SLA tracking, reporting, and invoice validation; develops dashboards and insights to inform decision-making and improve service delivery.

• Bachelor’s degree in Information Technology, Business, or related field; MBA or equivalent preferred.
• 8+ years in vendor management, service delivery management, IT operations, or sourcing within a Technology organization.

When applicable and appropriate, consideration will be given to reasonable accommodations.

Physical:
Computer keyboarding, travel as required.

Mental:
Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines.

Auditory/Visual:
Hearing, vision and talking.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague…