Business Systems Vendor Operations Director

Your role at Dynatrace

We are seeking a strategic and operational leader to oversee vendor relationships supporting the Business Systems function. This role will manage vendor engagements and drive operational excellence across a portfolio of enterprise platforms including Salesforce (SFDC), SAP, NetSuite (NS), Boomi, Gong and Snowflake. The ideal candidate will bring a blend of vendor management expertise, process optimization, and technology fluency to support scalable and resilient operations.

Key Responsibilities:

Vendor Relationship Management

• Acts as primary liaison between internal stakeholders and the vendor, driving governance, performance management, and continuous improvement.
• Oversee contract adherence, performance tracking, and escalation management.
• Facilitate Quarterly Business Reviews (QBRs) and ensure alignment with strategic goals.
• Support onboarding and enablement of vendor teams, including knowledge transfer and documentation.
• Design and manage a tiered support model (L1/L2) with defined escalation paths, RACI matrices, and SLO targets per severity.
• Oversee a follow-the-sun operating model with vendor resources in the Philippines, India, and United States.
• Define and operationalize phased coverage models  

Operational Excellence

• Define and implement operational workflows and support models, leveraging ITIL and DevOps principles in partnership with vendor.
• Establish 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 Team  
• Develop and maintain dashboards and reporting frameworks for operational metrics across SFDC, SAP, Gong, NS, Boomi, and Snowflake.
• Identify opportunities to streamline processes using automation and AI technologies.

Governance & Compliance

• Ensure vendor operations comply with internal policies and external regulations.
• Partner with internal audit and compliance teams to support periodic reviews and risk assessments.

Continuous Improvement

• Lead initiatives to improve vendor performance, cost efficiency, and service quality.
• Stay current with industry trends and emerging technologies to inform strategic decisions
• Support DevOps transformation initiatives including CI/CD pipeline modernization (Copado), source format migration, and repository management.
• Drive 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 quality.

Budget

• Manage contract terms, renewals, and amendments.
• Track consumption, usage, and budget alignment; provide monthly reporting on vendor performance and spend. 

This is a remote eligible position.  Candidates who sit within a 45 mile radius of Boston, MA; Denver, CO; Detroit, MI will be required to work hybrid (2 days per week in office).  All candidates will be required to work EST hours.  

What will help you succeed

Minimum Requirements

• 7+ years of proven experience managing IT vendor relationships in a technology or business systems environment.

Preferred Requirements

• Strong understanding of operational frameworks (ITIL, DevOps) and performance management.
• Experience with automation platforms and AI-driven process optimization.
• Familiarity with enterprise platforms such as SFDC, SAP, Gong, NS, Boomi, and Snowflake.
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to work in a fast-paced, matrixed organization with global teams.
• Experience managing follow-the-sun support models across multiple geographies.
• Experience with SOX ITGC compliance in a SaaS/enterprise application environment. 

Why you will love being a Dynatracer

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
• A relocation team that is eager to help you start your journey to a new country, always there to support and by your side.
• Attractive compensation packages and stock purchase options with numerous benefits and advantages.

Compensation and Rewards

DOE, salary $XXK - $XXK, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location.