Note: The job is a remote job and is open to candidates in USA. Dynatrace is seeking a strategic and operational leader to oversee vendor relationships supporting the Business Systems function. This role will manage vendor engagements and drive operational excellence across a portfolio of enterprise platforms, ensuring compliance and continuous improvement.
Responsibilities
- Acts as primary liaison between internal stakeholders and the vendor, driving governance, performance management, and continuous improvement
- Oversee contract adherence, performance tracking, and escalation management
- Facilitate Quarterly Business Reviews (QBRs) and ensure alignment with strategic goals
- Support onboarding and enablement of vendor teams, including knowledge transfer and documentation
- Design and manage a tiered support model (L1/L2) with defined escalation paths, RACI matrices, and SLO targets per severity
- Oversee a follow-the-sun operating model with vendor resources in the Philippines, India, and United States
- Define and operationalize phased coverage models
- Define and implement operational workflows and support models, leveraging ITIL and DevOps principles in partnership with vendor
- Establish and monitor Service Level Objectives (SLOs) and Service Level Agreements (SLAs)
- Oversee weekly Salesforce release cycles, environment refreshes, and application upgrades in coordination with the vendor DevOps Team
- Develop and maintain dashboards and reporting frameworks for operational metrics across SFDC, SAP, Gong, NS, Boomi, and Snowflake
- Identify opportunities to streamline processes using automation and AI technologies
- Ensure vendor operations comply with internal policies and external regulations
- Partner with internal audit and compliance teams to support periodic reviews and risk assessments
- Lead initiatives to improve vendor performance, cost efficiency, and service quality
- Stay current with industry trends and emerging technologies to inform strategic decisions
- Support DevOps transformation initiatives including CI/CD pipeline modernization (Copado), source format migration, and repository management
- Drive automation initiatives across the support lifecycle, including AI-powered ticket triage, workflow automation, and self-service enablement, to reduce manual effort, accelerate resolution times, and improve service quality
- Manage contract terms, renewals, and amendments
- Track consumption, usage, and budget alignment; provide monthly reporting on vendor performance and spend
Skills
- 7+ years of proven experience managing IT vendor relationships in a technology or business systems environment
- Strong understanding of operational frameworks (ITIL, DevOps) and performance management
- Experience with automation platforms and AI-driven process optimization
- Familiarity with enterprise platforms such as SFDC, SAP, Gong, NS, Boomi, and Snowflake
- Excellent communication, negotiation, and stakeholder management skills
- Ability to work in a fast-paced, matrixed organization with global teams
- Experience managing follow-the-sun support models across multiple geographies
- Experience with SOX ITGC compliance in a SaaS/enterprise application environment
Benefits
- Health, Dental, Life, STD, LTD, 401K, PTO
- Company-sponsored premium benefits
- Medical, dental, vacation/holidays
- Company matching 401(k) Plan
- Stock purchase options
- Relocation team that is eager to help you start your journey to a new country, always there to support and by your side
- A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals
Company Overview