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Vendor Service Delivery Manager

Posted 5 days ago

Our Healthcare Insurance client is seeking a Vendor Service Delivery Manager to join their team for a contract with potential to convert to FTE of the client!

Our client has more than 5,000 employees and is the number 1 health insurer in the state of North Carolina serving more than 3.89 million customers.  Health care is changing, and our client is leading the way by provide innovative solutions that simplify the health care system, improve efficiency and outcomes, and help rein in costs. Our client is a not-for-profit with headquarters in Durham, NC.

Position: Vendor Service Delivery Manager
Term: 6+ months, potential to convert-to-FTE
Location: Remote, USA
To be eligible to convert to a FTE of the client, you must reside in NC or one of the following states: Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan, Mississippi, Missouri, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Wisconsin, and Wyoming

Required Skills 

  • Bachelors degree and at least 3 years of experience in vendor performance/service delivery. If no degree, 5 years of experience as stated above.
  • Must have functional expertise and business system knowledge in applicable business environment where vendor outsourcing exists to clearly understand and manage technical, operational or procedural challenges and issues.
  • Direct project management experience required.
  • Prefer Healthcare experience. 


Work within our client's Vendor Management area supporting Vendor Management in the corporate pharmacy.
Implement and execute value-driven vendor partnerships through effective onboarding, business process alignment and operational performance reporting. Responsible for ensuring that value is achieved as anticipated from smaller and/or less complex outsourced relationships. Serve as liaison between applicable business leads and vendors to identify service needs, provide inputs to vendor contracts and provide issue resolution support. Monitor vendor services and performance against contracted service levels, maintain quality, service availability and efficiency, and take corrective action if needed to address deficiencies.

  • Manage day to day relationship between business and vendor(s) to ensure seamless and effective delivery of outsourced services.
  • Primary communicator/liaison between vendor and business stakeholders to answer questions, provide performance metrics updates, manage capacity and demand, and remediate escalations as needed.
  • Facilitate vendor onboarding process through effective communications, site visits and training to educate the vendor on program/product/operational details and successfully transition business processes and/or operations.
  • Partner with business leads to understand evolving service needs and expectations, define business requirements, and work with the vendor to improve capabilities.
  • Establish and coordinate ongoing service level metric/performance reporting to monitor vendor performance and ensure contractual obligations and/or other performance agreements are met.
  • Analyzes information to determine if there are gaps in performance and how to best address through process improvements, training and/or other interventions.
  • Ensure adherence to standard procedures for vendor governance, including data access and security.
  • Review vendor work for quality issues, design and administer customer surveys and other feedback processes and lead formal vendor service reviews and/or audits as needed.
  • Provides inputs to vendor contract negotiations to ensure vendor contracts align to business strategy.
  • Collaborate with Pharmacy business owners on vendor strategy discussions, providing data, knowledge and feedback on vendor operations from the business perspective.
  • Support Project/Program Manager responsibilities, as directed.
****To be eligible to contract at this client you must be able to pass a drug test and criminal background check.

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

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