Analyst IT Vendor Performance Mgmt

Depends on Experience

Full Time

  • Work from home

Job Description

Address: USA-MA-Quincy-1385 Hancock Street
Store Code: CIO - Management Cost Center (5119412)

Retail Business Services, ranked No. 25 on Fast Company's 2022 100 Best Workplaces for Innovators, is the services company of leading grocery retail group Ahold Delhaize USA, currently providing services to five omnichannel grocery brands, including Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Retail Business Services leverages the scale of the local brands to drive synergies and provides industry-leading expertise, insights and analytics to local brands to support their strategies. We are committed to diversity, equity and inclusion and we foster a community of belonging where everyone is valued.For more information, visit https:// .

Position Summary:

The IT Vendor Management Office (VMO) within the Office of the CIO (OCIO) is responsible for building and managing relationships with suppliers and vendors that provide products and services to RBS-IT. The Performance Management Analyst will report to the Manager - Relationship and Performance Management and will work collaboratively with the key IT stakeholders and the Vendor team members on all governance aspects of the Vendor relationship. This includes but not limited to managing various risks and issues, timely escalations, tracking and reporting various performance metrics (service levels and metrics) and contractual obligations, mitigating various risks, and monitoring all compliance requirements for a defined set of IT Vendors and Service Providers.

Principle Duties & Responsibilities:

General VMO:
  • Supports the ITLT (IT Leadership Team) and the OCIO Leadership in development and execution of the RBS IT sourcing strategy and other Sourcing / VMO related initiatives.
  • Collaborates effectively with Global IT Sourcing and Vendor Management to align on ways of working and share leading practices across both teams.
  • Identify and support various process enhancements / tools to streamline and increase productivity of the overall VMO team.
  • Coach and guide the broader IT teams to ensure vendor partners are effectively managed and contracts are fully leveraged.
Vendor Relationship Management:
  • Support development and maintenance of a robust IT Vendor relationship management framework including key responsibilities, meeting cadence, expectations from RBS and Vendors.
  • Coordinate and develop meeting materials for monthly and quarterly vendor governance meetings with the IT leadership team.
  • Periodically review and maintain the provider's score-card process by reviewing Vendor performance data.
  • Manage and coordinate the Customer Satisfaction process including Voice of the Customer feedback with various IT Stakeholders.
  • Support the Global VMO organization for effective management of various Global Vendor relationships as applicable.
Performance Management:
  • Understand all Vendor contract SLAs and guide various IT teams on definitions and calculations.
  • Lead the collection and calculation of all managed service provider Critical Performance Indicator (CPI) and Key Performance Indicator (KPI) data.
  • Analyze vendor performance and perform SLA escalation in cases of persistent breach, facilitate "get to green" plan in conjunction with IT Leadership.
  • 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.
  • Track and maintain a list vendor issues and disputes working with both the internal and vendor leadership.
  • Provide timely resolution or escalation to resolve open issues and disputes. As part of any resolution, ensures that the triggering incident or issue is thoroughly documented and aligns with the contractual requirements and commitments.
Risk Management:
  • Periodically review, document, and maintain vendor risk assessments or risk registers in cooperation with risk, privacy, business continuity and security teams.
  • Support development of risk frameworks accounting for sensitivity to and tolerance for identified vendor risk types (financial, regulatory, operational, reputational, etc.).
  • Partner with other areas of the business (IT sourcing, finance etc.) to track and report on vendor financial viability, business continuity, and corporate and regulatory compliance.
  • Coordinate and support vendor audits where required.
  • Partner with the Legal, Security and Compliance teams to maintain vendor risk assessments.
  • Bachelor's degree in relevant field
  • 5+ years in IT vendor management and/or IT sourcing
  • Strong organizational, communication, interpersonal, relationship-building skills conducive to collaboration; able to work well in a cross-functional environment
  • Developing and delivering multi-mode communications (verbal and written) that convey a clear understanding of the unique needs of different audiences
  • Building partnerships and working collaboratively with others to meet shared objectives.
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Retail Business Services is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law. We provide reasonable accommodations to applicants and employees with disabilities. As important as what we do is how we do it. Our team embodies our values of Courage, Care, Teamwork, Integrity and Humor in everything that they do. We have a culture of care that values and celebrates the qualities and perspectives that make us all unique.

If you have a disability and require assistance in the application process, please contact our Talent Acquisition Department at

Job Requisition: 283426_external_USA-MA-Quincy_282023