Additional Information
The Director, PEO Partner Management is responsible for leading the management and performance for assigned strategic I&T partner(s). This role acts as the primary liaison between internal stakeholders and strategic partner(s), ensuring alignment with business objectives, driving mutual value, and optimizing partner performance. The Director, PEO Partner Management fosters strong, collaborative relationships, implements standardized governance, and is accountable for the continuous improvement of partner engagement, service delivery, and issue resolution. The Director, PEO Partner Management also facilitates measurement, validation, and reporting of strategic partner SLAs and performance related metrics. The role is central to the evolution from a fragmented, asset/process-based approach to a unified, service-oriented operating model.
Reports to: Executive Director, I&T Partner Ecosystem Office (PEO)
Direct Reports: None (operates in a matrixed environment, collaborating with the PEO team and relevant business and IT stakeholders)
Main Responsibilities and Accountabilities:
Strategic Partner Relationship Management
Lead management of strategic IT partner(s), ensuring their activities and deliverables are aligned with CSL's business goals, service expectations and in-line with existing agreements/contracts.
Build and maintain strong, collaborative relationships with strategic partners to drive mutual success and innovation.
Act as the escalation point of contact and liaison between internal stakeholders and partners, facilitating clear communication, risk identification, issue resolution, and strategic alignment.
Foster a culture of transparency, trust, and accountability to drive long-term partner engagement and performance.
Manage and resolve disputes, perform escalations as needed, maintain an issue log and track disposition of issues (resolved, in-process, etc.)
Performance Management and Governance
Facilitate measurement and reporting of strategic partner(s) performance based on contract SLAs and metrics, ensuring timely and accurate reporting.
Drive strategic partner(s) incentives and penalties based on contractual requirements, supporting accountability and continuous improvement.
Manage escalations and SLA breaches involving strategic partner(s), serving as the escalation point for performance, commercial, and delivery issues, in coordination with Procurement and Legal.
Evaluate effectiveness of SLAs and reporting metrics, and recommend adding, deleting, modifying metrics to align with desired business outcomes.
Manage governance forums, establish calendars and schedules, prepare meeting agendas, and work with partners to provide required reports, dashboards, and meeting minutes.
Ensure timely execution of governance activities, including Quarterly Business Reviews (QBRs), service reviews, and contract renewals.
Support continuous improvement by gathering feedback, sharing best practices, and ensuring partners evolve with organizational needs.
Operational Excellence
Align strategic partner delivery with I&T program milestones and business expectations.
Identify and implement value enhancement and innovation opportunities, soliciting input from partners based on market and industry trends and developments.
Coordinate with sourcing, finance, and security teams on partner onboarding/disengagement, management, and compliance, defining expectations and communicating key compliance requirements.
Drive partner performance improvement initiatives and accountability, leveraging data and stakeholder feedback.
Reporting and Stakeholder Engagement
Leverage dashboards summarizing partner performance, governance activities, and risk exposure.
Track partner milestone completion and deliverable acceptance.
Conduct surveys to measure stakeholder and partner satisfaction, using results to inform action plans and improvements.
Support executive reporting and governance forums with partner insights, summaries, and risk and issue logs.
Other Duties
Perform other related duties as assigned by the PEO Lead.
Position Qualifications and Experience Requirements:
Education
Bachelor's degree in Business Administration, Information Technology, or a related field; advanced degree or relevant certifications preferred.
Csl · Americas, Us-pa, King Of Prussia, Csl Behring