IT Vendor Performance Manager

Posted on: 07-05-2025

Description:

Closing Date: May 19th, 2025 @11:00pm CST or upon the receipt of 50 application submissions.
 
 IT Vendor Performance Manager
 
 Department of Administrative Services (DAS)
 
 Full-time, Hybrid
 
 Salary Range: $74,048 - $111,072/yr
 
 Job Summary

The IT Vendor Performance Manager (VPM) provides review and direction for vendor activities, ensuring that vendor performance meets expectations. The IT VPM monitors the day-to-day vendor operations and performance against service-level agreements (SLAs) and key performance indicators (KPIs), examines measured results for problem determination and root-cause analysis, and works with vendors and DAS-Information Management Services Division (IMSD) personnel on continuous improvement initiatives. Additionally, the IT VPM takes appropriate action to correct failed activities, functions, and processes. The IT VPM also assesses internal customer satisfaction levels with selected vendors and continuously guides service activities to maintain and enhance the gains achieved through corrective actions. The VPM sets vendor/service provider performance direction and priorities and prepares new SLAs as required. These activities are a key part of DAS-IMSD’s focus on maximizing the value of technology for Milwaukee County.

Job Responsibilities
 
Vendor Performance Management Program 

• Introduces a robust and standardized IT vendor performance management program that aligns with County objectives to deliver results.
• Develops a structured vendor performance management framework to implements consistency across the DAS-IMSD vendor portfolio.
• Establishes and communicates clear and concise vendor performance management metrics by creating effective vendor management scorecards and dashboards. Designs and develops standardized performance reporting scorecards and dashboards.
• Creates and issues satisfaction surveys that encompass both internal and vendor 360-degree feedback and act on concerns.
• Demonstrates a clear line of sight from Milwaukee County objectives to vendor performance management metrics when creating reports.
• Defines the contractual performance levels and assist in setting internal customer expectations for performance.
• Monitors the IT industry and trends and existing vendors for mergers, acquisitions, etc. which may affect contracts, SLAs, costs, and/or vendor performance.
• Conducts monthly or quarterly business review meetings with vendors.

Vendor Performance Review and Analysis 

• Coordinates with IT Contract Managers and other stakeholders in performing overall contract oversight for performance management, which includes benchmarking and SLA tracking.
• Monitors and reports performance results to appropriate levels of the organization and adjusts the format, detail, and content of the results for different stakeholders.
• Engages DAS-IMSD, Milwaukee County departments, and other stakeholders to understand the vendor's effectiveness in meeting business needs.
• Collects and analyzes vendor performance data and identify key trends, such as innovation, flexibility, corporate and social responsibility, and market penetration.
• Implements and manages vendor scorecards that include assessments of performance, contract, relationship, and risk against objectives, outcomes, measures, and targets.
• Reviews SLAs and SLA changes for adherence to customer needs and ensure SLAs are benchmarked against market best practices.
• Understands service levels and their relationships to vendor pricing to maximize the value of technology.
• Reviews vendor performance with DAS-IMSD leadership, key stakeholders, and vendors, and defines and implements a performance improvement plan, as required.
• Identifies opportunities for vendor rationalization and consolidation.

Vendor Performance Improvement 

• Ensures vendors perform root-cause analysis for failed performance metrics and ensures corrective actions are implemented to resolve performance issues.
• Ensures vendors perform continuous improvement activities across their services and monitors the improvement activities.
• Implements levels of control via benchmarks and other monitoring tools to ensure operational goals are achieved and maintained.
• Provides an issue-escalation path and resolves vendor performance disputes and credits/reimbursements to be received from vendors for breach of SLAs.
• Conducts oversight of special projects delivered by external service providers.

Vendor Selection and Implementation 

• Coordinates with the IT Contracts Manager, IT Business Solutions Team, DAS-Procurement, DAS-Office of Economic Inclusion, and other stakeholders throughout the Source-to-Pay process.
• Participates in sourcing requirements gathering, assists in creation and review of public bidding documents, and provides input into contracts and negotiations for IT vendors.
• Onboards new vendors into the vendor performance management program.
• Oversees or manages service integration across multiple internal and external providers, as required.
• Other duties as assigned.

Required Education, License/Certification and Experiences 

• Current residency within the State of Wisconsin upon application required
• Bachelor’s degree or higher in Business, Information Technology or closely related field required
• Two (2) years or more of work experience in Vendor Management/Vendor Performance Management and/or Contract Management. Experience with oversight of vendors, negotiating, and/or managing contract life cycles, with an emphasis on technology or IT services required
• Intermediate knowledge of all related computer and software applications such as Microsoft Word, Excel, Outlook, PowerPoint and Teams required
• Basic knowledge and experience with accounting, budgeting, and source to pay systems required
• Advanced knowledge of common IT service models (e.g., Software as a Service – SaaS, Infrastructure as a Service –– IaaS, Platform as a Service – PaaS). Knowledge of common IT software licensing and hardware purchasing structures. Knowledge of the associated IT risks for these third-party relationships required
• Advanced knowledge of fundamental contract law, terms, and conditions. Ability to communicate and negotiate effectively required
• Ability to lift, carry, push and pull up to 20 lbs.

Preferred Education, License/Certification and Experiences 

• Previous work experience in a Supervisory, Management or Project Manager role preferred
• Sourcing Industry Group (SIG) – Certified Supplier Management Professional (CSMP) certification preferred
• Lean Six Sigma certifications preferred
• National Contract Management Association – Certified Professional Contract Manager (CPCM) certification preferred
• Information Technology Infrastructure Library (ITIL) Certifications preferred

DAS Equity Statement: DAS is committed to attracting and retaining a diverse work force that is demographically and racially representative of Milwaukee County residents. DAS leadership is committed to honoring diverse experiences, perspectives, and unique identities, while fostering work environments that are inclusive, equitable, and welcoming.
 
 Note: This ORIGINAL APPLICATION is open to qualified residents of the State of Wisconsin at the time of application. Candidates need to submit a full account of their training and experience (i.e., by submitting an up-to-date resume or by fully completing the application) during the application process and may also be asked to take additional written or performance tests as part of the selection process. APPLICANTS MUST POSSESS THE MINIMUM QUALIFICATIONS AT THE TIME OF FILING AN APPLICATION.
 
 PGNR27

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