Vendor Performance Administrator - IT VMO (Hybrid)

Date: Sep 15, 2022

Location: Rancho Cucamonga, CA, US

Company: Inland Empire Health Plans

Job Requisition ID: 7596 


Position Summary/Position


The Vendor Performance Administrator (VPA) - IT VMO provides review and direction for vendor activities, ensuring that the vendor's performance meets expectations. The performance manager monitors the day-to-day vendor operations and performance against service-level agreements (SLAs) and key performance indicators (KPIs), examines measured results for problem determination and root-cause analysis, and works with the vendors on continuous improvement. Additionally, he or she takes appropriate action to correct failed activities, functions, and processes. The individual VPA also assesses internal customer satisfaction levels with selected vendors, and continuously guides service activities to maintain and enhance the gains achieved through corrective actions. The VPA sets vendor/service provider performance direction and priorities, and prepares new SLAs as required.

Major Functions (Duties and Responsibilities)


1. Perform overall contract oversight for performance management, which includes benchmarking, and SLA and operational-level agreement (OLA) tracking.
2. Monitor and report performance results to all levels in the organization, as appropriate, and adjust the format, detail, and content of your results for different stakeholders.
3. In multivendor environments, oversee or manage service integration across multiple internal and external providers.
4. Collate and analyze vendor performance data, and identify key trends, such as innovation, flexibility, corporate and social responsibility, market penetration, etc.
5. Develop and maintain Vendor scorecards to include assessments of performance, contract, relationship, and risk against objectives, outcomes, measures, and targets.
6. Review SLAs/OLAs and SLA/OLA changes for adherence to customer needs and ensure they are benchmarked against market best practices.
7. Understand service levels and their relationships to vendor pricing.
8. Communicate business results and benefits through scorecards and dashboards.
9. Review vendor performance with executives, key stakeholders, and vendors, and define and implement a performance improvement plan.
10. Conduct oversight of special projects delivered by external service providers.

Major Functions (Duties and Responsibilities) Cont

Supervisory Responsibilities

Leading: Self

Experience Qualifications


Six (6) years in IT service delivery, IT contract management, or general vendor management. Project management, sourcing, business analytics, IT service management, vendor relationship management, procurement, or prior vendor performance management background. Experience with technical and business service vendors.

Preferred Experience


Information Technology Infrastructure Library (ITIL) experience desired, but not required. Experience in data analytics and data visualization tools is highly desired.

Education Qualifications


Bachelor’s degree (general business, economics, psychology, computer science, mathematics, statistics, or finance) from an accredited institution required.

Preferred Education

Professional Certification

Professional Licenses

Drivers License Required


Knowledge Requirement


- Contract and vendor management.
- Defining and setting vendor performance benchmarks and monitoring and measuring to improvement or replacement.
- Knowledge of schedule management processes and tools is a plus.

Skills Requirement


- Strong interpersonal skills.
- Strong analytical skills are required, in particular, an understanding of basic statistics and a proficiency in Excel. 
- Strong organizational and management skills.
- Strong presentation and writing skills.

Abilities Requirement


- Ability to work independently, under pressure, balances multiple projects and deadline driven - Required.
- Ability follow-through and track all outstanding tasks and coordinate with assigned owners to ensure tasks are completed timely - Required.
- Ability to grasp new ideas and concepts quickly - Required.
- Ability to successfully present ideas in an audience-oriented manner – Required.
- Ability to manage multiple projects of varying complexity, priority levels and deadlines - Required.
- Strong work ethic and highly self-motivating and directing - Required.
- Successful working in a team-oriented, collaborative, and changing environment - Required.
- Willingness and ability to learn – Required.
- Must be detail-oriented with strong organizational skills - Required.
- Demonstrate a commitment to support IEHP’s strategic priorities to become a 5-Star Health Plan.
- Demonstrate commitment to Team Member Engagement by participating in projects/tasks/activities that promote Team Member excitement and enthusiasm for their role, increased work effort, and commitment to the organization.

Commitment to Team Culture


The IEHP Team environment requires a Team Member to participate in the IEHP Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.

Working Conditions

Work Model Location


Physical Requirements

Keyboarding: Traditional - FREQUENTLY
Keyboarding: 10-Key - FREQUENTLY
Keyboarding: Touch-Screen - FREQUENTLY
Near Visual Acuity - FREQUENTLY
Communicate: Information/ideas verbally - FREQUENTLY
Regular contacts: co-workers, supervisor - FREQUENTLY
Understand and follow direction - FREQUENTLY
Regular and reliable attendance - CONSTANTLY
Hearing: One-on-One - FREQUENTLY

A reasonable salary expectation is between $91,000.00  - $116,022.40, based upon experience and internal equity.


Inland Empire Health Plan (IEHP) is the largest not-for-profit Medi-Cal and Medicare health plan in the Inland Empire. We are also one of the largest employers in the region. With a provider network of more than 7,000 and a team of more than 2,500 employees, IEHP provides quality, accessible healthcare services to more than 1.5 million members. And our Mission, Vision, and Values help guide us in the development of innovative programs and the creation of an award winning workplace. As the healthcare landscape is transformed, we’re ready to make a difference today and in the years to come. Join our Team and make a difference with us! IEHP offers a competitive salary and a benefit package with a value estimated at 35% of the annual salary, including medical, dental, vision, team bonus, and state pension plan.


Nearest Major Market: Riverside
Nearest Secondary Market: Los Angeles