VMO Performance Manager

Job SummaryThe VMO Performance Manager is responsible for overseeing the performance, health, and value delivery of all strategic technology service providers in the Global Technology Organization. Reporting to the Director VMO, the role ensures providers consistently meet contractual commitments, operational performance standards, and business outcomes. The manager partners with the VMO Director, vendor owners, procurement, finance, and delivery leaders to establish a disciplined, consistent approach to vendor scorecards, performance analytics, governance routines, and continuous improvement actions.Position ResponsibilitiesVendor Performance ManagementCreate and operate the vendor performance management framework (KPIs, SLAs, OLAs, scorecards)Monitor provider delivery performance and contractual complianceIdentify performance issues and lead corrective action planning with vendor ownersGovernance & Relationship ManagementCoordinate and facilitate operational, tactical, and strategic vendor governance forumsEnsure meeting materials, action logs, decisions, and KPIs are accurate and completePartner with vendor leaders to drive transparency, strengthen relationships, and ensure alignment to business goalsPerformance Analytics & InsightsOwn the vendor performance data model, reporting, and insightsAnalyze cost, service levels, quality, risk, and delivery performance trendsProvide actionable insights to the VMO and technology leadership to inform decisionsContract & Financial AlignmentCollaborate with Procurement to ensure performance metrics align with contract termsPartner with Finance to track budget alignment, financial performance, and variance explanationsMonitor adherence to commercial terms, penalties, incentives, and service creditsIssue Management & RemediationLead root-cause analysis for vendor performance gapsTrack remediation actions and ensure closure within defined timelinesCommunicate escalation paths and ensure systemic issues are addressedContinuous ImprovementIdentify opportunities to optimize vendor spend, quality, and delivery effectivenessStandardize performance processes, scorecards, and reporting across all providersSupport vendor capability reviews and quarterly business reviewsQualificationsDegree Type: Bachelor's DegreeField(s) of Study: Business, Finance, Economics, Supply Chain or related fieldExperience: 7+ years in vendor management, sourcing, operations, or performance management; strong understanding of SLAs, KPIs, service delivery models, and technology outsourcing; experience driving performance outcomes with third-party providers; strong analytical capabilities and experience with performance reportingCompetencies & Skills:Experience working with large managed service providers or multi-vendor ecosystemsUnderstanding of financial management, forecasting, and commercial termsAbility to translate performance data into insights and executive-ready narrativesStrong relationship and stakeholder management skills across technology and business teamsExperience improving vendor performance through structured frameworks and governanceAccountability-oriented; analytical and insight-driven; structured and methodical; collaborative and diplomatic; confident communicator; proactive problem solverCertifications:CPSM, CIPS, or equivalent procurement or sourcing certificationCommercial or contract management certifications (e.g., WorldCC/IACCM, CCM) preferredEqual Opportunity EmployerNorwegian Cruise Line Holding's policy is not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.J-18808-Ljbffr