Job Description
Job Summary JOB DESCRIPTION The Vendor Performance Manager (OSA/KPI) is responsible for owning and executing the portfolio-wide OSA/SLA performance framework and KPI governance across portfolio and all relevant critical service providers. This role ensures consistent, accurate, and actionable performance measurement across vendors, enabling timely identification of risks and driving performance improvement outcomes. As an IC4, this role applies strong analytical rigor and operational judgment to translate performance data into insights, support root cause analysis, and drive structured corrective actions in partnership with cross-functional stakeholders. The position plays a critical role in maintaining service reliability and performance consistency across data center operations. Key Responsibilities Own and maintain KPI taxonomy, definitions, threshold logic, and governance standards across all vendors and campuses. Develop, validate, and publish monthly performance scorecards, including clear narratives, trend analysis, and risk identification. Monitor KPI performance and proactively detect deviations, triggering threshold-based escalations where required. Support and coordinate Corrective and Preventive Action (CAPA) processes, ensuring structured tracking, quality of actions, and timely closure. Perform root cause analysis (RCA) on performance issues and partner with stakeholders to translate findings into actionable improvements. Ensure consistency and comparability of performance metrics across providers through standardized reporting frameworks. Maintain high data integrity and partner with systems/tools teams to improve automation, reporting efficiency, and data reliability. Contribute to the development of performance dashboards and automated alerting mechanisms to enhance visibility and responsiveness. Partner cross-functionally with vendor management, operations, and category teams to align on performance expectations and remediation priorities. Responsibilities Oracle Leadership Compentencies Results Orientation: Delivers accurate, timely KPI reporting and drives closure of performance issues through structured follow-through. Analytical Thinking: Applies data analysis to identify trends, detect early signals of underperformance, and support root cause investigations. Collaboration & Influence: Works effectively across teams and vendors to drive alignment and execution without direct authority. Effective Communication: Communicates performance insights clearly through structured narratives tailored to stakeholder needs. Customer Focus: Ensures vendor performance supports operational reliability and internal customer expectations. Continuous Improvement: Identifies opportunities to enhance KPI frameworks, reporting processes, and performance outcomes. Required Qualifications 5+ years of experience in KPI governance, vendor/supplier performance management, or equivalent operational excellence. Strong experience in scorecard development, performance analytics, and data interpretation. Demonstrated ability to perform root cause analysis and support structured problem-solving efforts. Experience operating within SLA/OSA-based service environments. Strong stakeholder management and cross-functional collaboration skills. Preferred Qualifications Experience in data center, infrastructure, or mission-critical operations environments. Familiarity with CAPA frameworks and continuous improvement methodologies (e.g., Lean, Six Sigma). Experience with performance reporting and visualization tools (e.g., OAC, OBIEE legacy, Smartsheet, Tableau, Power BI). Exposure to workflow or ITSM tools supporting vendor performance (e.g., CMMS platforms like Check hub or similar). Success Metrics Timeliness, accuracy, and completeness of KPI reporting. Reduction in detection-to-action cycle time for performance issues. Quality and closure adherence of CAPA actions across providers. Consistency and reliability of performance data across vendors and campuses. Effectiveness of issue identification and root cause insights. Role Scope & Boundaries Owns KPI framework execution, reporting cadence, and performance governance processes. Responsible for performance visibility, issue identification, and coordination of corrective actions. Partners with category owners and stakeholders but does not own vendor commercial or contractual accountability. Qualifications Disclaimer Certain U.S. based or U.S. customer