Enterprise IT Vendor Partnership Director – ServiceNow Service Delivery

The ideal candidate will have 7+ years of experience in IT Vendor Management with a focus on healthcare IT, enterprise applications, or large-scale service delivery environments. They will have strong expertise in ServiceNow SLA management, contract negotiation, outsourcing, and vendor scorecard frameworks. The candidate must be able to manage large-scale initiatives and have a proven track record of success in vendor management. Key Responsibilities:

• Vendor Relationship Management:
• Manage enterprise healthcare technology vendor partnerships, ensuring consistent delivery of contracted services
• Lead the vendor selection process in collaboration with the VMO
• Maintain governance frameworks that align with HIPAA, HITECH, and internal compliance standards.
• Service Delivery Optimization:
• Oversee vendor adherence to SLAs and performance benchmarks, with a strong focus on service quality, cost efficiency, and uptime for mission-critical applications.
• Drive process optimization initiatives, contributing to workflow standardization and automation that supports scalability and minimizes manual overhead.
• Implement tools and processes that reduce clinical disruptions and streamline IT service delivery.
• Data Analysis:
• Build and manage a robust analytics framework to provide KPIs and dashboards for real-time insights into vendor performance.
• Partner with cross-functional business unites to ensure alignment of vendor metrics with organizational goals
• Leadership and Culture:
• Manage global vendor teams supporting IT services and administrative systems.
• Lead indirectly across 10–15 internal stakeholders to ensure cohesive vendor oversight and escalation paths.
• Cultivate a culture of accountability, continuous improvement, and service excellence.
• Risk Management:
• Ensure all vendor activities comply with healthcare regulations including HIPAA, HITRUST, and Joint Commission standards.
• Conduct regular audits, vendor reviews, and performance assessments to identify and mitigate risks.
• Oversee documentation processes to support regulatory readiness and transparency.