The Director, PEO Partner Management is responsible for leading the management and performance for assigned strategic I&T partner(s). This role acts as the primary liaison between internal stakeholders and strategic partner(s), ensuring alignment with business objectives, driving mutual value, and optimizing partner performance. The Director, PEO Partner Management fosters strong, collaborative relationships, implements standardized governance, and is accountable for the continuous improvement of partner engagement, service delivery, and issue resolution. The Director, PEO Partner Management also facilitates measurement, validation, and reporting of strategic partner SLAs and performance related metrics. The role is central to the evolution from a fragmented, asset/process-based approach to a unified, service-oriented operating model.
- Reports to: Executive Director, I&T Partner Ecosystem Office (PEO)
- Direct Reports: None (operates in a matrixed environment, collaborating with the PEO team and relevant business and IT stakeholders)
Main Responsibilities and Accountabilities:
Strategic Partner Relationship Management
- Lead management of strategic IT partner(s), ensuring their activities and deliverables are aligned with CSL’s business goals, service expectations and in-line with existing agreements/contracts.
- Build and maintain strong, collaborative relationships with strategic partners to drive mutual success and innovation.
- Act as the escalation point of contact and liaison between internal stakeholders and partners, facilitating clear communication, risk identification, issue resolution, and strategic alignment.
- Foster a culture of transparency, trust, and accountability to drive long-term partner engagement and performance.
- Manage and resolve disputes, perform escalations as needed, maintain an issue log and track disposition of issues (resolved, in-process, etc.)
Performance Management and Governance
- Facilitate measurement and reporting of strategic partner(s) performance based on contract SLAs and metrics, ensuring timely and accurate reporting.
- Drive strategic partner(s) incentives and penalties based on contractual requirements, supporting accountability and continuous improvement.
- Manage escalations and SLA breaches involving strategic partner(s), serving as the escalation point for performance, commercial, and delivery issues, in coordination with Procurement and Legal.
- Evaluate effectiveness of SLAs and reporting metrics, and recommend adding, deleting, modifying metrics to align with desired business outcomes.
- Manage governance forums, establish calendars and schedules, prepare meeting agendas, and work with partners to provide required reports, dashboards, and meeting minutes.
- Ensure timely execution of governance activities, including Quarterly Business Reviews (QBRs), service reviews, and contract renewals.
- Support continuous improvement by gathering feedback, sharing best practices, and ensuring partners evolve with organizational needs.
Operational Excellence
- Align strategic partner delivery with I&T program milestones and business expectations.
- Identify and implement value enhancement and innovation opportunities, soliciting input from partners based on market and industry trends and developments.
- Coordinate with sourcing, finance, and security teams on partner onboarding/disengagement, management, and compliance, defining expectations and communicating key compliance requirements.
- Drive partner performance improvement initiatives and accountability, leveraging data and stakeholder feedback.
Reporting and Stakeholder Engagement
- Leverage dashboards summarizing partner performance, governance activities, and risk exposure.
- Track partner milestone completion and deliverable acceptance.
- Conduct surveys to measure stakeholder and partner satisfaction, using results to inform action plans and improvements.
- Support executive reporting and governance forums with partner insights, summaries, and risk and issue logs.
Other Duties
- Perform other related duties as assigned by the PEO Lead.
Position Qualifications and Experience Requirements:
Education
- Bachelor’s degree in Business Administration, Information Technology, or a related field; advanced degree or relevant certifications preferred.
Experience
- 10+ years of progressive experience in IT, business, or partner/vendor management roles, preferably in a global, matrixed environment.
- Demonstrated experience managing strategic partnerships, driving performance improvement, and resolving complex issues.
- Proven ability to build and maintain executive-level relationships with both internal and external stakeholders.
- Experience implementing and optimizing partner governance frameworks, performance management processes, and continuous improvement initiatives.
- Experience in life sciences, biotech, or similarly regulated industries is desirable.
Competencies
- Strategic Thinking: Ability to align partner strategies with enterprise business objectives.
- Relationship Management: Skilled at building trust, resolving conflicts, and driving mutual value with strategic partners.
- Performance Management: Proficiency in defining, measuring, and reporting on partner performance using SLAs and KPIs.
- Change Leadership: Ability to drive adoption of new processes and foster a culture of continuous improvement.
- Communication: Strong written and verbal communication skills, with the ability to influence and engage stakeholders at all levels.
- Analytical Skills: Ability to analyze performance data, identify trends, and develop actionable insights.
CSL Behring LLC will provide equal employment opportunity for all persons without discrimination on the basis of membership in a legally protected class, including race, color, religion, national origin, gender, age, veteran status, or handicap/disability. CSL Behring is committed to ensuring that diversity and inclusion are a part of our everyday business.
CSL Behring is a global biotherapeutics leader driven by our promise to save lives. Focused on serving patients’ needs by using the latest technologies, we discover, develop and deliver innovative therapies for people living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. We use three strategic scientific platforms of plasma fractionation, recombinant protein technology, and cell and gene therapy to support continued innovation and continually refine ways in which products can address unmet medical needs and help patients lead full lives.
CSL Behring operates one of the world’s largest plasma collection networks, CSL Plasma. Our parent company, CSL, headquartered in Melbourne, Australia, employs 32,000 people, and delivers its lifesaving therapies to people in more than 100 countries.
To learn more about CSL, CSL Behring, CSL Seqirus and CSL Vifor visit https://www.csl.com/ and CSL Plasma at https://www.cslplasma.com/.
Our Benefits
For more information on CSL benefits visit How CSL Supports Your Well-being | CSL.
You Belong at CSL
At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future.
To learn more about inclusion and belonging visit https://www.csl.com/careers/inclusion-and-belonging
Equal Opportunity Employer
CSL is an Equal Opportunity Employer. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, please visit https://www.csl.com/accessibility-statement.
