VMO Performance Manager

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At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!

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JOB SUMMARY

The VMO Performance Manager is responsible for overseeing the performance, health, and value delivery of all strategic technology service providers in the Global Technology Organization.

Reporting to the Director VMO the role ensures providers consistently meet contractual commitments, operational performance standards, and business outcomes. The VMO Performance Manager partners with the VMO Director, vendor owners, procurement, finance, and delivery leaders to establish a disciplined, consistent approach to vendor scorecards, performance analytics, governance routines, and continuous improvement actions.

This role strengthens the organization’s ability to manage spend, evaluate provider performance objectively, and drive accountability across the vendor ecosystem.

POSITION RESPONSIBILITIES

Vendor Performance Management

• Create and operate the vendor performance management framework (KPIs, SLAs, OLAs, scorecards)Monitor provider delivery performance and contractual compliance
• Identify performance issues and lead corrective action planning with vendor owners

Governance & Relationship Management

• Coordinate and facilitate operational, tactical, and strategic vendor governance forums
• Ensure meeting materials, action logs, decisions, and KPIs are accurate and complete
• Partner with vendor leaders to drive transparency, strengthen relationships, and ensure alignment to business goals

Performance Analytics & Insights

• Own the vendor performance data model, reporting, and insights
• Analyze cost, service levels, quality, risk, and delivery performance trends
• Provide actionable insights to the VMO Lead and technology leadership to inform decisions

Contract & Financial Alignment

• Collaborate with Procurement to ensure performance metrics align with contract terms
• Partner with Finance to track budget alignment, financial performance, and variance explanations
• Monitor adherence to commercial terms, penalties, incentives, and service credits

Issue Management & Remediation

• Lead root‑cause analysis for vendor performance gaps
• Track remediation actions and ensure closure within defined timelines
• Communicate escalation paths and ensure systemic issues are addressed

Continuous Improvement

• Identify opportunities to optimize vendor spend, quality, and delivery effectiveness
• Standardize performance processes, scorecards, and reporting across all providers
• Support vendor capability reviews and quarterly business reviews

QUALIFICATIONS

DEGREE TYPE:

Bachelor's Degree

FIELD(S) OF STUDY:

Business, Finance, Economics, Supply Chain or related Field

EXPERIENCE

• 7+ years of experience in vendor management, sourcing, operations, or performance management
• Strong understanding of SLAs, KPIs, service delivery models, and technology outsourcing
• Experience driving performance outcomes with third‑party providers
• Strong analytical capabilities and experience with performance reporting

COMPETENCIES & SKILLS

• Experience working with large managed service providers or multi‑vendor ecosystems
• Understanding of financial management, forecasting, and commercial terms
• Ability to translate performance data into insights and executive‑ready narratives
• Strong relationship and stakeholder management skills across technology and business teams
• Experience improving vendor performance through structured frameworks and governance
• Accountability‑oriented: holds vendors and internal teams to clear expectations
• Analytical and insight‑driven: uses data to influence and drive action
• Structured and methodical: operates with rigor and consistency across all providers
• Collaborative and diplomatic: able to manage vendor relationships and internal stakeholder alignment
• Confident communicator: able to present performance narratives to senior leaders
• Proactive problem solver: anticipates and mitigates vendor risks before they escalate

COMPETENCIES & SKILLS

• CPSM, CIPS, or equivalent procurement or sourcing certification
• Commercial or contract management certifications (e.g., WorldCC/IACCM, CCM) preferred

ABOUT NCLH
Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year.

LEARN MORE ABOUT OUR COMPANY:

At a Glance                                      
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Regent Seven Seas Cruises

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EQUAL OPPORTUNITY EMPLOYER

It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.