Director, DT Supplier Governance

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

About Digital Technology:

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth.

We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers when you work in ServiceNow Digital Technology, you work for them.

What you get to do in this role:

• Own and manage Supplier Lifecycle operations and continue to drive Champ/Challenger Supplier model for Digital Technology globally.
• Manage and maintain external vendor relations within Digital Technology.
• Act as a functional bridge amongst external vendors as well as internal DT stakeholders.
• Coordinate all vendor management tasks inclusive of working with external vendors and internal employees.
• Ensure enterprise-wide needs for due diligence, risk assessment, and continuing vendor monitoring are being accomplished.
• Help and coordinate vendor processes and methods to approve vendors.
• Track, measure, report, and evaluate vendor performance.
• Troubleshoot vendor problems and present to management as required.
• Participate in formulating workflow processes, methods, and policies for applying vendors.
• Collaborate with DT stakeholders to assure vendor partners are effectively managed and contracts are fully leveraged.
• Prepare processes for and manage analysis, selection, and transition.
• Monitor contractual agreements for all DT (Digital Technology) Suppliers.
• Stimulate steady process enhancement to present increasing operational efficiency in entire business partner processes.
• Support exploration of expansion across new business lines outside of DT.
• Perform governance coordination with business stakeholders to measure executive/business satisfaction for vendor performance.
• Conduct monthly and quarterly vendor performance reviews for stakeholder satisfaction.
• Manage financial performance, invoice management, budget support (Capital and Expense), and contract pricing adjustments.
• Lead Supplier Lifecycle Operations (SLO) product implementation on NOW platform and operationalize it to yield benefits.
• Manage service and work order management.
• Initiate SOW PURs and manage them until PO creation by working with various internal stakeholders, e.g., Sourcing, Procurement, Legal, Finance, Supplier enablement, etc.
• Manage contract change control.
• Perform SLA and performance validation.
• Manage project performance, performance trending, corrections, and maintain performance management recalibration.
• Provide reporting (scheduled and ad hoc) as needed to support the DT Suppliers Governance activities.
• Conduct strategic stakeholder management conversations with all levels of business employees.
• Adhere to policies and procedures for all cross-functional processes.
• Develop and manage budgets associated with the DT Supplier Lifecycle Operations and transition spend to DT Strategic suppliers.

Qualifications

To be successful in this role you have:

• 10+ years previous experience managing globally diverse support teams for a globally diverse Fortune 500 organization.
• 10+ years of experience and a strong understanding of supplier management activities.
• Experience interpreting contract terms and conditions.
• Demonstrated ability to use ServiceNow platform.
• Strong customer focus and demonstrated experience meeting stakeholders’ satisfaction and requirements.
• Proven supplier management skills and experience setting and measuring SLAs and KPIs.
• Excellent analytical and problem-solving abilities.
• Ability to efficiently manage multiple initiatives simultaneously.
• Strong interpersonal relationship, team building, collaboration, and objective facilitation skills.
• Proven ability in stakeholder management.
• Demonstrated ability to manage tasks and projects to required deadlines.
• Excellent written and verbal communication skills.
• Ability to research supplier management market trends.
• Demonstrated initiative and ownership of project success.
• Ability to set goals and objectives, prioritize, and manage situations to satisfactory completion.
• Self-motivated with the ability to exercise independent judgment with minimal direction from supervisor.
• Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments.
• Excellent verbal, written, and presentation skills, with the ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally.
• Solid understanding of process orientation, project management techniques, methodologies, and best practices.

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Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!