IT Vendor Performance Manager

Author(s): Gordana Vuceta

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The IT vendor performance manager (VPM) provides review and direction for vendor activities, ensuring that the vendor's performance meets expectations. The performance manager monitors the day-to-day vendor operations and performance against service-level agreements (SLAs) and key performance indicators (KPIs), examines measured results for problem determination and root-cause analysis, and works with the vendors on continuous improvement. Additionally, they take appropriate action to correct failed activities, functions, and processes.

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