Business Systems Vendor Operations Director

We are 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 including Salesforce (SFDC), SAP, NetSuite (NS), Boomi, Gong and Snowflake. The ideal candidate will bring a blend of vendor management expertise, process optimization, and technology fluency to support scalable and resilient operations.

Key Responsibilities:

Vendor Relationship Management

• 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

Operational Excellence

• 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.

Governance & Compliance

• Ensure vendor operations comply with internal policies and external regulations.
• Partner with internal audit and compliance teams to support periodic reviews and risk assessments.

Continuous Improvement

• 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.

Budget

• Manage contract terms, renewals, and amendments.
• Track consumption, usage, and budget alignment; provide monthly reporting on vendor performance and spend.

This is a remote eligible position. Candidates who sit within a 45 mile radius of Boston, MA; Denver, CO; Detroit, MI will be required to work hybrid (2 days per week in office). All candidates will be required to work EST hours.

Minimum Requirements

• 7+ years of proven experience managing IT vendor relationships in a technology or business systems environment.

Preferred Requirements

• 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.

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
• A relocation team that is eager to help you start your journey to a new country, always there to support and by your side.
• Attractive compensation packages and stock purchase options with numerous benefits and advantages.

DOE, salary $XXK - $XXK, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location.

All your information will be kept confidential according to EEO guidelines.

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact [email protected]. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law. To be considered for this position, please upload your resume/CV.