Director Managed Services Provider Operations

Independence Pet Group•Chicago, IL

1d•Hybrid

About The Position

The Director, Managed Service Provider, Operations will manage the strategic oversight and operational governance of third-party managed service providers delivering infrastructure and business application services. This role is responsible for ensuring partner performance aligns with contractual obligations, service level agreements (SLAs), and financial commitments. The ideal candidate will be a seasoned, hands-on leader with deep experience in IT service delivery, partner governance, and contract management across global teams.

Requirements

Bachelor’s degree in Information Technology, Business Administration, or related field (Master’s preferred).
10+ years of experience in IT vendor management, service delivery, or outsourcing governance.
Proven experience managing global vendors, especially in India and Mexico.
Strong understanding of IT infrastructure, business applications, and managed services.
Experience managing virtual, distributed, and international teams.
Expertise in SLA enforcement, negotiation, and financial oversight.
Excellent communication, leadership, and stakeholder management skills.
Familiarity with ITIL, COBIT, or other IT governance frameworks.

Nice To Haves

Certifications in ITIL, Agile, Lean Six Sigma, and Supply Chain Management are a plus.
Experience with tools like ServiceNow, Power BI, or similar performance monitoring platforms.
Ability to work across multiple cultures and time zones.
Strategic thinker with a hands-on approach to problem-solving.

Responsibilities

Serve as the primary operational point of contact, escalation, and management for strategic technology partner relationships.
Conduct regular business reviews to assess performance, compliance, and strategic alignment.
Foster collaborative partnerships while maintaining accountability and transparency.
Partner with Architecture and Procurement on strategic partner strategy and roadmap.
Define, negotiate, and enforce service level agreements (SLAs) and key performance indicators (KPIs).
Develop and implement all processes, policies, templates, and reporting for partner engagement and performance management.
Ensure timely and accurate reporting of operational metrics and service performance.
Monitor partner performance through dashboards and reporting tools, initiating corrective actions as needed.
Work with Procurement and Finance to manage contract lifecycle including renewals, amendments, and scope changes.
Ensure compliance with procurement policies, procedures, and standards.
Ensure compliance with financial commitments and budgetary controls.
Partner with Procurement to oversee competitive and comprehensive rate cards for time and material work, conducting regular benchmarking exercises.
Ensure all project and services work is governed through comprehensive Statements of Work (SOWs) for both deliverables based fixed bid and time and material work.
Develop, Review, and Approve SOWs to ensure clarity, scope, deliverables, timelines, and cost controls.
Ensure vendors comply with contract deliverables, regulatory requirements, and internal policies.
Identify and mitigate risks associated with vendor operations and service delivery.