Senior Manager, VMO

Neiman Marcus
Irving, Texas, United States
29 Aug 2022
01 Oct 2022
Job Summary:

The Senior Manager, VMO serves as the IT organization's point of contact for vendor partners and is responsible for developing and maintaining vendor contract management processes, standards and metric tracking. The role reports to the Senior Director, Business of IT and leads a team that is accountable for all activities associated with managing relationships with technology vendors. The Senior Manager and team are also responsible for measuring vendor Service Level Agreements (SLA) against contract terms for key vendors. The team serves as the primary liaison between legal, spend management, IT leadership and other key stakeholders in the contract negotiation process.

Primary Responsibilities
  • Establish, document and manage policies, standards and processes for vendor related activities within the technology organization with a focus on continuous improvement.
  • Manage the approval and execution of contractual agreements that include software and hardware renewals, statements of work, change requests, work orders and work order amendments.
  • Ensure that all technology contractual agreements are negotiated, executed and managed according to the NMG contract management lifecycle process.
  • Collaborate with IT management to ensure vendor partners are effectively managed and contracts are fully leveraged.
  • Ensure that the managed service provider operations are conducted in a manner that is consistent with the terms and conditions of the agreements.
  • Manage the communication process with vendors to include the delivery of vendor performance feedback.
  • Oversee the timely and accurate performance of all customer contractual obligations including the review, approval and payment of all monthly fixed and variable based charges and the review, approval and payment of all project and staff augmentation-based charges.
  • Serve as a point of escalation for vendor issues and disputes working with both the internal and vendor leadership teams to resolve any disputes. As part of any resolution, ensures that the triggering incident or issue is thoroughly documented and aligns with the contractual requirements and commitments.
  • Collaborate with internal stakeholders including IT and Spend Management to develop criteria and best practices for vendor selection and the development of strategic sourcing strategies for the technology organization.
  • Lead benchmarking activities to ensure that pricing remains competitive and in-line with the marketplace.
  • Lead the negotiations of minor or routine changes, additions and deletions to agreements.
  • Support large negotiation activities by conducting contract reviews, financial and operational analysis, as well as documenting the negotiation issues and positions as needed.
  • Provide consolidated monthly vendor financial reporting to the technology leadership team.
  • Oversee the collection and calculation of all managed service provider Critical Performance Indicator (CPI) and Key Performance Indicator (KPI) data.
  • Develop online dashboards and reporting to track the ongoing performance of the managed service providers. Work closely with the providers to proactively identify areas in which the performance is at risk and jointly develop a mitigation approach prior to service credits or other penalties being incurred.
  • Maintain a repository of all IT agreements.
  • Partner with the Legal, Security and Compliance teams to maintain vendor risk assessments.
  • Provide oversight and support to vendor audits.

  • 7+ years of experience managing corporate IT vendor management services
  • Prior experience working with a vendor managed service provider (MSP)
  • Prior oversight responsibility for provider service agreements
  • Demonstrated ability to build and lead teams
  • Highly adaptable, strong collaborator and influencer with the ability to drive change
  • Excellent communicator with the ability to build strong relationships within the organization
  • Strong analytical and problem-solving skills
  • Exceptional negotiation, organizational and planning skills
  • Financial acumen, primarily in budgeting/forecasting and project accounting
  • Advanced proficiency with MS Office
  • 4-year degree preferred

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