GOVERNANCE AND PERFORMANCE MANAGEMENT OFFICER

The Governance and Performance Management Off icer is responsible for managing and mitigating risks associated with vendor relationship through overseeing their performance via setting KPI and SLA. Maintain strong relationships with vendors through effective communication and collaboration in ensuring strategic alignment including resolving disputes and add ressing service issue s.

Responsibilities

• Design / set Key Performance Indicators (KPIs), service level agreement s (SLAs), and metrics
• Oversee the performance of vendors to ensure they meet contractual obligations
• Regularly review performance data and conduct audits to identify areas for improvement, ensuring vendors deliver high-quality services and me et company expectations
• Manage and mitigate risks associated with vendor relationships by ensuring compliance with company policies, standards, and regulations
• Analyze vendor data to identify trends, risks, and improvement opportunit i es/ corrective actions
• Maintain strong relationships with vendors, including high stakes relationships through effective communication which includes resolving disputes, addressing service issues, and aligning vendor objectives with organizational goals
• Coordinate with & guide cross-functional teams to ensure effective collaboration with vendors and ensure the strategic alignment of vendor partnerships w i th business objectives
• Actively contribute to developing a strategic approach to optimize service delivery for Business Units (BU) by vendors with the goal of safeguarding operations against vendor underperformance o r business discont inuity
  
  

• Bachelor’s Degree in Business Administration, IT, or Finance
• 3 years relevant experience in business administration or management, s upply chain management or procurement, f inance or accounting
• Background in IT vendor / Project Management / dispu te management
• Knowledgeable in performance tracking tools, data analysis and reporting systems, including identifying trends, performance gaps / areas for improvement and providing actionable insights to optimize vendor service delivery level
• Familiarity with business continuity planning and creating exit strategies in cases of underperformance or business closure
• Experience in relationship-building techniques and strategic planning to ensure long-term vendor partnerships
• Deep understanding of vendor selection, contract negotiation, vendor onboarding, contract management, and S ervice Level Agreement / Key Performance Indicator
• Effective communication skills
• Strong ability with problem solving and analytical skills
• Familiarity with technology and tools (e.g. MS Office, MS Teams, Enterprise Resource Planning systems)