Director of Integrated Vendor Services

Job Title

Director of Integrated Vendor Services

Job Description Summary

We are seeking a strategic and results-driven Program Director to lead and oversee three critical operational pillars: Vendor Performance, Procurement & Contract Management, and Call Center & Work Order Management. This role is essential to ensuring seamless execution across a complex portfolio of industrial sites, delivering measurable value to our clients through cost savings, vendor accountability, and exceptional service delivery. This position will report to the Account Director for the overall client relationship in North America.

Job Description

Key Responsibilities

Vendor Performance & Oversight

• Lead the vendor performance team to ensure timely, accurate, and high-quality execution of services across industrial sites.
• Monitor KPIs and SLAs to drive continuous improvement and accountability.
• Resolve escalations and implement corrective actions when vendor performance falls short.

Procurement & Contract Management

• Oversee procurement strategies to ensure optimal vendor selection and contract negotiation.
• Drive cost savings and value realization for clients through strategic sourcing and contract optimization.
• Ensure compliance with contractual obligations and risk mitigation across vendor engagements.

Call Center & Work Order Management

• Manage call center operations focused on delivering exceptional customer service.
• Ensure timely creation, updates, and closure of work orders with full visibility and accuracy.
• Implement process improvements to enhance responsiveness and resolution times.

Cross-Functional Integration

• Collaborate with internal business units to align program goals with broader organizational objectives.
• Ensure flawless execution of portfolio management through integrated planning and communication.
• Serve as a key liaison between operations, finance, client teams, and technology partners.

Key Competencies

• Program Oversight & Execution: Ability to lead complex, multi-stream programs with precision and accountability.
• Client Relationship Owner & Business Leader – Own the overall client relationship for the Vendor Management Program and serve as the single point of accountability for the business; responsible for both the health of the relationship and the program’s profitability
• Vendor Management: Expertise in evaluating vendor performance, enforcing SLAs, and driving continuous improvement.
• Procurement & Negotiation: Strong skills in strategic sourcing, contract negotiation, and cost savings realization.

• Work Order Lifecycle Management: Deep understanding of work order systems, from creation to completion, with a focus on accuracy and timeliness.
• Cross-Functional Integration: Skilled at aligning with internal business units to ensure seamless portfolio execution.
• Team Leadership: Ability to inspire and manage diverse teams across call center, procurement, and vendor oversight. Demonstrating the ability to recognize talent, make key hires, and build a team culture focused on client obsession.
• Stakeholder Engagement: Strong communicator who can build trust with clients, vendors, and internal partners.
• Data-Driven Decision Making: Proficient in using metrics and analytics to guide performance and identify efficiencies.
• Process Optimization: Experience in streamlining workflows and implementing best practices across operational functions.
• Technology Fluency: Familiarity with procurement platforms, work order systems, and vendor management tools.
• Contractual Compliance: Ensures vendors adhere to contractual terms and mitigates operational risks.
• Quality Assurance: Maintains high standards of service delivery, especially across complex industrial environments.

Qualifications

• Bachelor’s degree in business, Operations, Supply Chain, or related field; MBA preferred.
• 8+ years of experience in program management, facility management, vendor oversight or procurement.
• Proven track record of delivering cost savings and operational excellence.
• Strong leadership, communication, and stakeholder management skills.
• Experience managing complex industrial or facilities portfolios is highly desirable.

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible