[Remote] Business Systems Vendor Operations Director

Note: The job is a remote job and is open to candidates in USA. Dynatrace is a leading software company focused on delivering value to enterprises and end customers through innovative technology solutions. They are seeking a Business Systems Vendor Operations Director to manage vendor relationships, drive operational excellence, and ensure compliance across various enterprise platforms. The role involves overseeing vendor performance, implementing operational workflows, and leading continuous improvement initiatives.

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
• Attractive compensation packages and stock purchase options with numerous benefits and advantages
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals
• A relocation team that is eager to help you start your journey to a new country, always there to support and by your side

Company Overview

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