IT Vendor Management Office Program Manager – ServiceNow Service Delivery

Job Title: IT Vendor Management Office Program Manager - ServiceNow Enterprise Applications & Service Delivery

Job Type: Contract-to-hire

Worksite Location: Irving, TX

Worksite Schedule: Hybrid onsite in Irving, TX

Client Industry: Healthcare

Salary Conversion: up to $170,000 +, 15% annual bonus potential

Hourly Pay Rate: $75.00 - $85.00 / hour, W2

Vaco is seeking an experienced IT Vendor Management Office Program Manager with prior experience managing ServiceNow across multiple business unites for enterprise level organizations, for a highly reputable healthcare organization. This will be a contract-to-hire employment opportunity based in Irving, TX, with occasional onsite worksite requirements. Candidates must currently be local to the Dallas/Fort Worth area and willing to work onsite, as our client is unable to offer relocation assistance at this time. Candidates must also be legally eligible to work in the United States, as our client is unable to sponsor at this time.

Vaco is not seeking third-party support to fill this opportunity.

Position Summary:

We are seeking an experienced and strategic IT Vendor Manager to lead ServiceNow vendor relationships across the enterprise. In this critical role, you'll ensure our ServiceNow partnerships consistently deliver value, quality, and innovation across platforms that support Pharmaceutical Distribution, HealthCare IT, Practice Management, Supply Chain Management, Medication Adherence, Pharmacy Management, Medical Supplies, Oncology Medicine, and Pharmacy Technology, and business operations.

As part of our Vendor Management Office (VMO), you'll work closely with business leaders to shape vendor strategies that directly contribute to care delivery efficiency, regulatory compliance, and operational excellence. You'll play a key role in vendor evaluation, performance monitoring, and contract management-ensuring vendor partners align with our mission of advancing patient outcomes through technology.

Key Responsibilities:

Vendor Strategy & Governance:

• Manage enterprise healthcare technology vendor partnerships, ensuring consistent delivery of contracted services


• Lead the vendor selection process in collaboration with the VMO


• Maintain governance frameworks that align with HIPAA, HITECH, and internal compliance standards.

Service Delivery & Optimization

• Oversee vendor adherence to SLAs and performance benchmarks, with a strong focus on service quality, cost efficiency, and uptime for mission-critical applications.


• Drive process optimization initiatives, contributing to workflow standardization and automation that supports scalability and minimizes manual overhead.


• Implement tools and processes that reduce clinical disruptions and streamline IT service delivery.

Data-Driven Decision Making

• Build and manage a robust analytics framework to provide KPIs and dashboards for real-time insights into vendor performance.


• Partner with cross-functional business unites to ensure alignment of vendor metrics with organizational goals

Operational & Team Leadership

• Manage global vendor teams supporting IT services and administrative systems.


• Lead indirectly across 10-15 internal stakeholders to ensure cohesive vendor oversight and escalation paths.


• Cultivate a culture of accountability, continuous improvement, and service excellence.

Compliance & Risk Management

• Ensure all vendor activities comply with healthcare regulations including HIPAA, HITRUST, and Joint Commission standards.


• Conduct regular audits, vendor reviews, and performance assessments to identify and mitigate risks.


• Oversee documentation processes to support regulatory readiness and transparency.

Qualifications:

Required:

• 7+ years of experience in IT Vendor Management with a focus on healthcare IT, enterprise applications, or large-scale service delivery environments.


• Strong expertise in ServiceNow SLA management, contract negotiation, outsourcing, and vendor scorecard frameworks.


• Proven ability to manage large-scale initiatives


• Understanding of healthcare enterprise systems such as EHR, ERP, CRM, SCM, and HRMS platforms, preferred


• Proficiency in Microsoft technologies (M365, Teams, Azure, Copilot, Defender).


• Familiarity with compliance frameworks relevant to healthcare (HIPAA, HITECH, HITRUST).


• Experience with AI/ML and emerging technologies and their application in improving healthcare delivery, preferred

Preferred:

• Certifications such as ITIL v3, PMP, Six Sigma, or Healthcare Supply Chain credentials.


• Experience working in a Fortune 100 healthcare provider, payer, or life sciences organization.


• Knowledge of Epic, Cerner, Meditech, or similar EHR platforms is a plus.

Key Competencies:

• Strong strategic thinking and ability to anticipate future technology needs in the healthcare landscape.


• Excellent cross-functional collaboration and communication skills, especially with clinical and operational leaders.


• Comfortable navigating highly regulated environments with a commitment to data privacy and patient safety.


• Able to rapidly analyze complex issues and propose scalable, compliant, and cost-effective vendor solutions.

Ready to join a mission-driven organization where technology meets compassionate care? Apply now to help us transform healthcare through strategic vendor partnerships and operational excellence.

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan.