Senior Manager, Vendor Management in Orlando Office Complex at Marriott Vacations Worldwide

Date Posted: 1/14/2022

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Specific Job Summary

The Senior Manager, Vendor Management provides day-to-day management and performance of activities related to managing strategic IT vendor relationships, with a primary goal of driving successful outcomes from the vendor base while supporting analysis and reporting of vendor performance to appropriate stakeholders. The Senior Manager, Vendor Management reports to the AVP, Vendor Management and:

  • Provides expertise and support in the four process domains (i.e., Performance Management, Contract Management, Relationship Management, and Financial Management) in the sourcing and contract execution lifecycle.
  • Assists in the implementation of and maintains core capabilities, processes, procedures, and metrics of the Vendor Management Office (VMO).
  • Focuses on IT managed service provider(s) across applications, infrastructure, and security domains.

Specific Expected Contributions

Assists with the establishment of a VMO and executes the activities of the VMO to drive quality vendor performance, ensure effective contract management, develop, and maintain vendor relationships, and support financial management of vendor services

Maintains relationships with Procurement, and key stakeholders both within IT and outside of IT to identify and implement VMO practices aligned with the needs of the enterprise

Conducts Performance Management activities including:

  • Monitor, evaluate, and develop the applicable insight regarding vendor-based performance metrics and service levels, service level credit calculations, at-risk amounts, and holdbacks
  • Prepares performance metrics for reporting throughout IT − Review vendor performance reports to ensure accuracy of the results
  • Work with key stakeholders to develop service performance analysis and insights, including recognition of consistently strong performance and/or less than acceptable performance
  • Support the root cause analysis process and validate accuracy of such analyses and remediation activities with applicable stakeholders
  • Work with IT functional operations and the vendors to develop and track progress against performance remediation plans

Conducts Contract Management activities including:

  • Proactively oversee vendors’ compliance with contractual terms and conditions, routine attestations and reports, critical deliverables, and critical milestones
  • Assist in the timely facilitation of problem resolution of contractual issues and/or audit deficiencies to minimize impact of service disruptions
  • Monitor, catalog, and assist in meeting facilitation on proposed contract changes
  • Support stakeholder needs for information regarding the terms and provisions of vendor contracts and act as the go-to resource when issues or disputes arise related to such contracts
  • Support and participate in the informal and formal dispute processes
  • Develop and maintain a comprehensive understanding of service agreements and provide input and guidance to the stakeholders when IT service contract details are unclear
  • Assist in the development, review, and execution of project-based statements of work and work orders under existing contracts

Conducts Relationship Management activities including:

  • May not be reproduced without written permission of MVW.
  • Assist in the coordination of all contractually required governance forums and manage follow-ups for key meetings and decisions.
  • Manage the customer survey process, including ensuring an appropriate balance between acceptable intrusiveness on the user community and sufficient insight to develop corrective action
  • Work with key stakeholders to facilitate and participate in periodic demand forecasting and value enhancement discussions between IT and vendors
  • Support IT management in collecting information to support IT vendor discussions and facilitate those discussions intended to resolve conflicts and issues
  • Perform risk reviews on a periodic basis
  • Understand requirements for vendor disengagement to a sufficient degree to participate in planning discussions and drive vendor compliance with those requirements

Conducts Financial Management activities including:

  • Assist with the accurate and timely review of vendor invoices and coordinate with IT functional teams to validate operational volumes reflected on the invoices
  • Support reconciliation of budget to actuals
  • Support the analysis of the impacts of contract changes and demand changes to vendor pricing and fees

Performs related duties and fulfills responsibilities as required.

Specific Candidate Profile


  • Bachelor’s degree with a quantitative orientation.


  • 5+ years of experience in an IT environment, with strong knowledge of IT Vendor Management and service delivery.
  • Background in overseeing and managing large, complex contracts and vendors.
  • Experience managing vendor metrics and leading vendor performance improvement projects based on performance versus goals and associated root cause analyses.
  • Experience with vendor contract negotiations preferred.


  • Ability and desire to manage vendor relationships.
  • Operational familiarity of IT services (e.g., service desk, change management, configuration management, incident management) and experience interacting with vendors as it relates to the delivery of services.
  • Knowledge of IT managed services and contractual structures used by IT vendors.
  • Strong project management and communication skills.
  • Strong customer service focus.
  • Excellent organizational skills and ability to manage multiple projects.
  • Excellent analytical skills and attention to detail.
  • Excellent skills with Microsoft tools (particularly Excel, Word, and PowerPoint).
  • Ability to work independently as well as in a team environment and interact with all levels of the organization.
  • Excellent verbal and written skills.
  • Proven problem-solving skills.
  • Goal oriented; self-motivated.
  • Agility to adapt to organizational change, high emotional intelligence.
  • Ability to apply financial principles to business decisions.
  • ITIL service delivery qualification foundation level is preferred

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture