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Vendor Performance & Quality Manager – Long-term consultant – Hybrid

Location: Montvale, NJ (Hybrid, 3 days/week onsite: Tue/Wed/Thu)
Duration: Long-term contract (12–24 months+)
Environment: Microsoft C# / .NET, Azure, global enterprise applications

Overview

We are looking for a senior consultant to join our client’s technology team on a long-term basis. You will work alongside the Operations and Support teams to manage and improve the performance of the vendor partners that build and support the firm’s global software applications.

This is a hands-on, experienced role, not a junior or ticket-routing position. You will dig into recurring issues, find the root cause, and work with suppliers and technology vendors to stop them from coming back. You will also help smooth out communication and collaboration between the client’s teams and the vendors’ teams.

Responsibilities
•    Act as a liaison and escalation point between the Operations/Support teams and the vendors who build and support the Audit applications.
•    Analyze incident and ticket data to find recurring issues and trends, and lead root cause analysis with the vendors.
•    Hold suppliers accountable for corrective and preventive actions, SLAs and quality, so that repeat issues decline over time.
•    Improve communication, cooperation and working relationships between client and vendor teams.
•    Coordinate across onshore and offshore vendor teams and global stakeholders in multiple time zones.
•    Facilitate vendor reviews, status meetings and escalations, and report on vendor performance, issue trends and risks to leadership.
•    Partner with Operations and Support leads to improve incident, problem and change management processes and documentation.
•    Apply sufficient technical depth across C#/.NET, Azure, SQL Server, APIs, integrations, logging, monitoring, and infrastructure dependencies to independently investigate issues, challenge technical explanations, evaluate fixes, and identify operational risks.

Required Experience

•    10–20 years of experience in IT, including significant time in enterprise software environments.

• Experience conducting production environment health and capacity reviews, using application and infrastructure telemetry to identify performance degradation, resource constraints, abnormal trends, and potential availability risks.
• Experience with production monitoring and observability tools such as Azure Monitor, Application Insights, Log Analytics, KQL, SQL Server monitoring, and application-level logging.
• Understanding of capacity, performance, availability, and resiliency management in Azure-based enterprise application environments

•    Proven experience managing software vendors and suppliers, including issue management, escalations and performance accountability.
•    Track record of identifying recurring problems, driving root cause analysis and getting vendors to deliver lasting fixes.
•    Strong technical background in a Microsoft C#/.NET development environment and Azure-centric architecture. This is a hands-on technical background, not just a management title.
•    Experience working in a global organization with onshore/offshore vendors and stakeholders.
•    Excellent communication and relationship skills. You should be able to influence people outside your reporting line and navigate friction diplomatically.
•    Working knowledge of ITIL-based incident, problem and change management.

Nice to Have

•    Familiarity with ServiceNow or similar ITSM tools.
•    Experience with audit, financial or professional services applications.
•    ITIL, Azure or PMP certifications; bachelor’s degree in Computer Science or a related field.

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