Main Responsibilities and Accountabilities:

Strategic Partner Relationship Management

• Lead management of strategic IT partner(s), ensuring their activities and deliverables are aligned with CSL’s business goals, service expectations and in-line with existing agreements/contracts.
• Build and maintain strong, collaborative relationships with strategic partners to drive mutual success and innovation.
• Act as the escalation point of contact and liaison between internal stakeholders and partners, facilitating clear communication, risk identification, issue resolution, and strategic alignment.
• Foster a culture of transparency, trust, and accountability to drive long-term partner engagement and performance.
• Manage and resolve disputes, perform escalations as needed, maintain an issue log and track disposition of issues (resolved, in-process, etc.)

Performance Management and Governance

• Facilitate measurement and reporting of strategic partner(s) performance based on contract SLAs and metrics, ensuring timely and accurate reporting.
• Drive strategic partner(s) incentives and penalties based on contractual requirements, supporting accountability and continuous improvement.
• Manage escalations and SLA breaches involving strategic partner(s), serving as the escalation point for performance, commercial, and delivery issues, in coordination with Procurement and Legal.
• Evaluate effectiveness of SLAs and reporting metrics, and recommend adding, deleting, modifying metrics to align with desired business outcomes.
• Manage governance forums, establish calendars and schedules, prepare meeting agendas, and work with partners to provide required reports, dashboards, and meeting minutes.
• Ensure timely execution of governance activities, including Quarterly Business Reviews (QBRs), service reviews, and contract renewals.
• Support continuous improvement by gathering feedback, sharing best practices, and ensuring partners evolve with organizational needs.

Operational Excellence

• Align strategic partner delivery with I&T program milestones and business expectations.
• Identify and implement value enhancement and innovation opportunities, soliciting input from partners based on market and industry trends and developments.
• Coordinate with sourcing, finance, and security teams on partner onboarding/disengagement, management, and compliance, defining expectations and communicating key compliance requirements.
• Drive partner performance improvement initiatives and accountability, leveraging data and stakeholder feedback.

Reporting and Stakeholder Engagement

• Leverage dashboards summarizing partner performance, governance activities, and risk exposure.
• Track partner milestone completion and deliverable acceptance.
• Conduct surveys to measure stakeholder and partner satisfaction, using results to inform action plans and improvements.
• Support executive reporting and governance forums with partner insights, summaries, and risk and issue logs.

Other Duties

• Perform other related duties as assigned by the PEO Lead.

Position Qualifications and Experience Requirements:

  Education

• Bachelor’s degree in Business Administration, Information Technology, or a related field; advanced degree or relevant certifications preferred.

Experience

• 10+ years of progressive experience in IT, business, or partner/vendor management roles, preferably in a global, matrixed environment.
• Demonstrated experience managing strategic partnerships, driving performance improvement, and resolving complex issues.
• Proven ability to build and maintain executive-level relationships with both internal and external stakeholders.
• Experience implementing and optimizing partner governance frameworks, performance management processes, and continuous improvement initiatives.
• Experience in life sciences, biotech, or similarly regulated industries is desirable.

Competencies

• Strategic Thinking: Ability to align partner strategies with enterprise business objectives.
• Relationship Management: Skilled at building trust, resolving conflicts, and driving mutual value with strategic partners.
• Performance Management: Proficiency in defining, measuring, and reporting on partner performance using SLAs and KPIs.
• Change Leadership: Ability to drive adoption of new processes and foster a culture of continuous improvement.
• Communication: Strong written and verbal communication skills, with the ability to influence and engage stakeholders at all levels.
• Analytical Skills: Ability to analyze performance data, identify trends, and develop actionable insights.

CSL Behring LLC will provide equal employment opportunity for all persons without discrimination on the basis of membership in a legally protected class, including race, color, religion, national origin, gender, age, veteran status, or handicap/disability. CSL Behring is committed to ensuring that diversity and inclusion are a part of our everyday business.