IT Vendor Manager

The mission of Washington Health Benefit Exchange (Exchange) is to radically improve how Washington residents secure health insurance through innovative and practical solutions, an easy-to-use customer experience, our values of integrity, respect, equity and transparency, and by providing undeniable value to the health care community.

The Exchange is a public-private partnership that operates Washington Healthplanfinder, the eligibility and enrollment portal used by one in four Washington residents to obtain health and dental coverage. Through this platform, and with support from a Customer Support Center and statewide network of in-person navigators and brokers, individuals and families can shop, compare and enroll in private, qualified health plans (as defined in the Affordable Care Act) or enroll in Washington Apple Health, the state Medicaid program.

The Exchange embraces the following equity statement adopted by our Board of Directors:

Equity is fundamental to the mission of the Washington Health Benefit Exchange. The process of advancing toward equity and becoming anti-racist is disruptive and demands vigilance to dismantle deeply entrenched systems of privilege and oppression. While systemic racism is a root cause of many societal inequities, we must also use an intersectional approach to address all forms of bias and oppression, which interact with and often exacerbate racial inequities. To be successful, we must recognize the socioeconomic drivers of health and focus on people and places where needs are greatest. As we listen to community, we must hold ourselves accountable to responding to recommendations to remedy inequitable policies, systems, or practices within the Exchange s area of influence. Our goal is that all Washingtonians have full and equal access to opportunities, power and resources to achieve their full potential.

SUMMARY

The IT Vendor Manager is responsible for overseeing IT vendors and ensuring that service level agreements (SLAs) and contracts for IT services are fulfilled as required. This role provides both strategic direction and daily operational leadership in developing and managing vendor relationships and contracts.

The IT Vendor Manager reports to the Deputy CIO and manages the largest and most complex IT contracts at WAHBE, including the multi-year, multi-million-dollar systems integration (SI) agreements and acts as the primary contact for SI and other IT vendors. The position ensures that key performance indicators (KPIs) and SLAs are consistently met, monitors vendor performance, and enforces compliance with WAHBE contract and procurement policies and regulatory standards. This position functions as the authority and/or IT subject matter expert and collaborates with the Contracts and Procurement team to support solicitation and procurement activities for SI and other IT vendor products and services.

Responsibilities include managing all phases of the contract lifecycle as the Subject Matter Expert (SME) identifying business needs, drafting scopes of work, vendor performance, risk mitigation, and budget management—while collaborating with IT leaders, delivery management, procurement, contracts, and legal teams. The IT Vendor Manager also supervises and acts as a backup to the IT Licensing and Support Specialist to ensure effective license management, maintain the approved licensing catalog, and facilitate new technology and product assessments.

Beyond vendor oversight and management, the IT Vendor Manager represents WAHBE in cross-agency and enterprise technology workgroups, builds relationships with key stakeholders (such as insurance carriers, regulatory agencies, and state technology leaders), and advises delivery management, IT leadership, the Deputy CIO, CIO, and executive leadership on SI strategies and emerging technologies. The position is responsible for fostering effective vendor relationships, driving vendor success, and ensuring seamless system integration and operational excellence across the organization.

DUTIES AND RESPONSIBILITIES

• Serve as Vendor Manager for the SI contract; lead strategic, creative, and logistical development, implementation, management of the SI contracts.
• Act as primary contact with SI vendor; facilitate regular communication to ensure KPIs and SLAs are met.
• Oversee SI vendor performance: monitoring, feedback, resource planning, staffing, and adherence to contractual obligations.
• Coordinate projected costs, monitor expenses, review and approve SI invoices.
• Ensure SI reports and deliverables are submitted by Vendor and reviewed and approved by WAHBE in a timely manner.
• Ensure successful SI implementation and deliverables by working closely with technical teams and SMEs.
• Represent IT in cross-agency/enterprise-level technology workgroups.
• Advise Delivery Management, Tech-Ops, IT Leadership, Deputy CIO, and CIO on SI services, providing information and recommendations for decision-making.
• Keep current on industry trends and emerging technologies; evaluate changes for impact on SI strategies.
• In collaboration with other IT Leaders provide oversight and supervision for SI project management/support staff.
• Build and maintain vendor relationships to achieve seamless SI and operational excellence.
• Ensure effective, customer-centric business processes for optimal SI performance and user experience.
• Oversee escalation and resolution of SI security/compliance issues; coordinate with vendors for remediation.
• Establish collaborative relationships with key stakeholders (insurance carriers, regulatory agencies, state tech leaders).
• Develop and enforce IT vendor management policies, standards, and processes.
• Manage and oversee the IT vendor lifecycle after procurement, including monitoring performance, ensuring compliance, coordinating amendments, and facilitating execution of agreed terms
• Manage vendor performance against SLAs and KPIs; implement corrective actions.
• Identify, assess, and mitigate vendor-related risks (financial, operational, cybersecurity).
• Supervise and manage IT Licensing and Support Specialist; provide leadership and direction.
• Collaborate and strategize with the Contracts and Procurement team to meet upcoming Business Needs.
• Collaborate with procurement and legal teams during vendor onboarding and selection.
• Maintain vendor scorecards, dashboards, and performance reports for leadership.
• Ensure compliance with policies, ethics, and conflict-of-interest rules.
• Collaborate with IT, procurement, finance, legal, and business units to align vendor contracts with organizational goals.
• Review and approve vendor invoices to ensure timely payment and budget compliance.
• Manage vendor relationship governance; lead regular vendor review meetings.
• Apply project management, best practices, and operational principles to vendor-related initiatives.
• Review budget allotments and expenditures for vendor-related activities.
• Prepare for audits and provide documentation as required by WAHBE and state/federal requirements.
• Represent IT vendor management in cross-departmental and external meetings.
• Other duties as assigned.

QUALIFICATIONS

Required:

• 5+ years of experience in IT vendor management, SI, or tech outsourcing, strategic leadership and performance oversight
• 2 or more years experience in supervisory roles. Strong Leadership; team management; coaching
• Strong vendor relationship management; KPI/SLA oversight; communication skills
• Strong performance management; resource planning; contract compliance; knowledge to include appropriate KPIs; strong relationship and stakeholder management skills
• Has financial acumen; budget management; invoice approval knowledge
• Strong project management; attention to detail; reporting abilities
• Experience with cross-functional collaboration; technical understanding
• Strong stakeholder engagement; leadership; collaboration
• Strong analytical skills; strategic advising; communication
• Industry technical and market awareness; technology evaluation skills
• Strong team leadership; supervision; staffing skills
• Relationship management; influencing skills
• Process improvement; customer focus
• Familiarity with MARS-e (Arc-Ampe) or IRS 1075. Experience with security/compliance management; issue resolution
• Familiarity with ITIL, COBIT, or similar frameworks. Strong understanding of contract law basics; negotiation; lifecycle management
• Strong demonstrated experience with performance management; data analysis; reporting
• Strong with risk management; compliance; problem-solving
• Experience with cross-functional collaboration; procurement knowledge
• Knowledgeable with data analytics; reporting tools; attention to detail
• Regulatory knowledge; ethics; confidentiality
• Strong financial acumen; contract compliance
• Skilled with relationship management; communication; negotiation
• Skilled with budget management; financial oversight
• Experience with audit readiness; documentation required

Desired:

• Strong cross-functional collaboration; business acumens
• Demonstrates advanced proficiency in utilizing the designated contract management database system to accurately maintain, update, retrieve records and documentation.
• Background in project management; prioritization; scheduling
• Demonstrates strong skills in representing IT Vendor Management effectively and ensuring alignment on business objectives and fostering collaborative partnership; external stakeholder management
• Adaptability; organizational awareness

APPLICATION INSTRUCTIONS

This position will be open until we find a suitable number of candidates to review. If interested, please submit an application as soon as possible. The Exchange reserves the right to close the recruitment at any time.

SALARY INFORMATION

Full Salary Range: $98,842.00 to $148,263.00 annually, with midpoint at $123,552.00.

Hiring Range: $ 113,668.00 and $ 123,552.00 annually. This is an estimate of where a qualified candidate can expect to receive an offer.

The actual salary offer will consider candidate experience, skills, qualifications, internal equity, and the market. Our compensation policy reserves the salary range above the midpoint for employees who are meeting and exceeding expectations and for growth and development, up to the maximum.

BENEFITS

Take a peek at our benefits package.

WORKING CONDITIONS

Core business hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. There are times where irregular hours will be required. The preferred duty station is our Olympia, Washington headquarters. The nature of this role relies heavily on remote and in-person collaboration. While a hybrid remote and on-site schedule may be considered, the position will require flexibility to allow for in-office availability as business needs dictate. Travel requirements will be limited, however there may be occasions where an employee is required to travel and work irregular hours to attend meetings or trainings. Duties of this position require the use of standard office furniture and equipment, including setup for remote work. The employee is responsible for providing and maintaining a safe, ergonomic, and secure workspace at their remote location.

The working conditions and physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SPECIAL REQUIREMENTS

A criminal background screen will be conducted for candidates under final consideration, and if hired, every five years of employment where highly sensitive data is processed or maintained by the position. The result of this background screen must meet the Exchange’s eligibility standards.

OTHER INFORMATION

The above statements are intended to describe the general nature and levels of work being performed. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills of personnel so classified.

This is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

The Washington Health Benefit Exchange is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We participate in E-Verify. You can view the Department of Justice's Right to Work poster here.