Director, Vendor Operations

Organisation Summary

Are you ready to shape the future of global commerce and delivery? At Global Vendor Delivery and Solutions, we don’t just support Microsoft’s business—we redefine how it operates. We are the architects of transformation, blending AI-powered innovation with continuous improvement (CI) to deliver scalable, secure, and high-quality solutions across a dynamic vendor ecosystem.

As part of Microsoft Business Operations (MBO), you’ll be at the heart of a team that:

• Supercharges operational excellence through AI+CI, driving step-function improvements in productivity, speed, and quality

• Partners to accelerate growth, enabling compliant revenue expansion and risk mitigation across global markets.

• Delivers differentiated customer experiences, making it easier to do business with Microsoft through streamlined, trustworthy operations.

• Builds the AI-powered frontier firm, where bold goals, inclusive culture, and human ambition converge to reshape business processes and customer engagement.

We embrace “AND”—holding paradoxes like agility AND stability, innovation AND compliance—to unlock breakthrough ideas and solutions. Our work is challenging, creative, and deeply impactful, with opportunities to co-innovate with strategic suppliers and transform legacy operations into AI-enabled services at scale.

If you thrive in complexity, lead with curiosity, and aspire to make a global impact—Global Vendor Delivery & Solutions at MBO is your next destination.

Role Summary

The Director of Vendor Operations will lead global vendor execution, drive supplier innovation, and ensure robust operational controls across the vendor ecosystem for Revenue Operations. This role includes accountability for budget management and driving AI transformation enabling the BPO of the future. The Director will manage a team of talented Service Delivery Managers (SDMs) operating across multiple time zones, ensuring consistent performance, compliance, and strategic alignment with business goals.

Required Qualifications;

• Bachelor’s Degree in Engineering, Business, or related field AND 8+ years process management, process execution, process optimization, or related experience
  • OR Master’s Degree in Engineering, Business, or related field AND 6+ years process management, process execution, process optimization, or related experience
  • OR equivalent experience
• 4+ years people management experience

Preferred Qualifications;

• Overall 15+ years and 10 Yrs in vendor management, service delivery and operations roles, with at least 5 years in a leadership capacity.
• Demonstrated excellence in managing supplier lifecycle, including tendering, negotiating, contracting, transition management, change and termination.

• Proven experience managing global teams and navigating multi-timezone operations.

• Demonstrated success in driving supplier innovation and transformation initiatives.

• Strong background in compliance, controls, and risk management within vendor ecosystems.

• Experience in budget ownership and financial accountability.

• Exposure to AI technologies and their application in operational environments.

• MBA / Masters degree in Finance, Operations or relevant subject

• Experience in supplier diversification, strategic sourcing

• Experience in scaling AI transformation across vendor ecosystems, with measurable impact

• Change Management Practitioner

• Six Sigma Black Belt

Core Competencies

Key Responsibilities

Vendor Execution & Performance

• Own end-to-end vendor delivery across service lines, ensuring SLAs, KPIs, and contractual obligations are met.

• Lead monthly and quarterly business reviews and performance scorecards with strategic suppliers across Microsoft Business Operations.

• Resolve escalations and drive continuous improvement initiatives.

Supplier Innovation

• Partner with strategic vendors to co-develop innovative solutions that enhance service delivery, drive quality, reduce cycle time, improve customer satisfaction and reduce cost.

• Evaluate emerging technologies and service models for applicability across the vendor landscape.

• Foster a culture of innovation and agility within the supplier ecosystem.

Controls & Compliance

• Ensure adherence to internal controls, regulatory requirements, and risk management frameworks.

• Lead audits and remediation efforts across vendor operations.

• Maintain robust governance processes for onboarding, performance tracking, and offboarding.

Budget Management & Accountability

• Own the vendor operations budget, including forecasting, tracking, and optimisation.

• Ensure cost-effective delivery while maintaining service quality and compliance.

• Collaborate with Finance and Procurement to align spend with strategic priorities.

AI Transformation

• Lead the integration of AI and automation into vendor operations to improve efficiency and decision-making.

• Identify opportunities for AI-driven innovation across supplier services and internal processes.

• Partner with internal AI teams and vendors to pilot and scale intelligent solutions.

Team Leadership

• Manage and mentor a global team of Service Delivery Managers.

• Drive team engagement, development, and succession planning.

• Align team goals with broader organisational objectives and vendor strategy.