[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.ResponsibilitiesActs as primary liaison between internal stakeholders and the vendor, driving governance, performance management, and continuous improvementOversee contract adherence, performance tracking, and escalation managementFacilitate Quarterly Business Reviews (QBRs) and ensure alignment with strategic goalsSupport onboarding and enablement of vendor teams, including knowledge transfer and documentationDesign and manage a tiered support model (L1/L2) with defined escalation paths, RACI matrices, and SLO targets per severityOversee a follow-the-sun operating model with vendor resources in the Philippines, India, and United StatesDefine and operationalize phased coverage modelsDefine and implement operational workflows and support models, leveraging ITIL and DevOps principles in partnership with vendorEstablish 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 TeamDevelop and maintain dashboards and reporting frameworks for operational metrics across SFDC, SAP, Gong, NS, Boomi, and SnowflakeIdentify opportunities to streamline processes using automation and AI technologiesEnsure vendor operations comply with internal policies and external regulationsPartner with internal audit and compliance teams to support periodic reviews and risk assessmentsLead initiatives to improve vendor performance, cost efficiency, and service qualityStay current with industry trends and emerging technologies to inform strategic decisionsSupport DevOps transformation initiatives including CI/CD pipeline modernization (Copado), source format migration, and repository managementDrive 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 qualityManage contract terms, renewals, and amendmentsTrack consumption, usage, and budget alignment; provide monthly reporting on vendor performance and spendSkills7+ years of proven experience managing IT vendor relationships in a technology or business systems environmentStrong understanding of operational frameworks (ITIL, DevOps) and performance managementExperience with automation platforms and AI-driven process optimizationFamiliarity with enterprise platforms such as SFDC, SAP, Gong, NS, Boomi, and SnowflakeExcellent communication, negotiation, and stakeholder management skillsAbility to work in a fast-paced, matrixed organization with global teamsExperience managing follow-the-sun support models across multiple geographiesExperience with SOX ITGC compliance in a SaaS/enterprise application environmentBenefitsHealth, Dental, Life, STD, LTD, 401K, PTOAttractive compensation packages and stock purchase options with numerous benefits and advantagesA globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goalsA relocation team that is eager to help you start your journey to a new country, always there to support and by your sideCompany OverviewDynatrace delivers answers and intelligent automation from data. It was founded in 2005, and is headquartered in Waltham, Massachusetts, USA, with a workforce of 5001-10000 employees. Its website is https://www.dynatrace.com.Company H1B SponsorshipDynatrace has a track record of offering H1B sponsorships, with 1 in 2026, 14 in 2025, 25 in 2024, 15 in 2023, 23 in 2022, 23 in 2021, 8 in 2020. Please note that this does not guarantee sponsorship for this specific role.