Strategic partner shaping Xero's external narrative across AI and financial technology. Driving awareness of innovation agenda and developing external communications strategies.
About the role
- Director of Vendor Performance Management managing vendor relationships in IT operations. Overseeing performance and governance of strategic IT service providers at Algonquin Power & Utilities Corp.
Responsibilities
- Oversee key vendor relationships across infrastructure, application, and IT operations, ensuring alignment with IT and business priorities.
- Lead monthly and quarterly business reviews (QBRs) to track performance, discuss improvements, and align roadmaps.
- Maintain productive and collaborative working relationships with vendor partners and internal stakeholders.
- Oversee enterprise vendor performance framework, including KPI standards and escalation protocols.
- Oversee vendor performance against contractual commitments and lead reviews with IT leadership to address trends and improvement opportunities.
- Monitor IT incident and service trends in coordination with ITSM leads.
- Lead contract renewals and major negotiations in partnership with Procurement and Finance, ensuring consistency with governance and financial objectives.
- Support enforcement of service penalties or bonus clauses tied to performance.
- Lead the resolution of escalated vendor performance issues and coordinate root cause analysis with vendors.
- Ensure vendors meet compliance and audit requirements.
- Ensure vendor services and delivery models remain aligned to operational priorities and evolving IT support requirements.
- Identify opportunities for vendor-led innovation, cost reduction, and service improvement.
- Recommend and implement vendor improvement or remediation plans.
Requirements
- Experience with establishing and delivery of IT Application and Infrastructure managed services
- Solid understanding of vendor governance models, performance scorecards, and escalation management
- Experience coordinating QBRs, tracking SLAs/KPIs, and driving corrective action plans
- Familiarity with RFI/RFP processes and vendor selection best practices
- Ability to work closely with Procurement, Legal, and Finance during contract review and negotiation
- Experience in identifying cost-saving opportunities through vendor consolidation or renegotiation
- Knowledge of risk, compliance, and audit requirements related to third-party services
- Strong communication, organizational, and issue-resolution skills
- Proficiency in vendor performance tracking tools or contract lifecycle management platforms is an asset
- Experience in tracking and reporting on vendor spend, including utilization and capacity planning
- Certifications such as CSMP or CPSM are advantageous.
Benefits
- Collaborative environment with a genuine flexible working policy
- Share purchase/match plan
- A defined contribution savings plan
- Leadership Development Program
- Volunteer paid days off
- Employee Assistance Program
- Achievement fund
- Group Benefit Plan
- Variety of Health & Wellness programs
- Discount and Perks program
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