Managed Services Provider Delivery Executive

ALKEGEN•Dallas, TX

1d•Remote

About The Position

Alkegen brings together two of the world’s leading specialty materials companies to create one new, innovation-driven leader focused on battery technologies, filtration media, and specialty insulation and sealing materials. Through global reach and breakthrough inventions, we are delivering products that enable the world to breathe easier, live greener, and go further than ever before. With over 60 manufacturing facilities with a global workforce of over 9,000 of the industry’s most experienced talent, including insulation and filtration experts, Alkegen is uniquely positioned to help customers impact the environment in meaningful ways. Alkegen offers a range of dynamic career opportunities with a global reach. From production operators to engineers, technicians to specialists, sales to leadership, we are always looking for top talent ready to bring their best. Come grow with us!

Requirements

Bachelor's degree in Information Technology, Business, Engineering, or related field.
10+ years of experience in IT leadership, managed services, outsourcing, service delivery, or vendor management.
Strong experience managing large Managed Services Provider relationships.
Experience working with complex global IT environments.
Experience managing services across multiple technology areas such as Applications, Infrastructure, Cloud, Security, or Service Desk.
Strong knowledge of MSAs, Statements of Work, SLAs, KPIs, service credits, and vendor contracts.
Experience managing executive-level vendor escalations.
Strong understanding of IT Service Management practices, including Incident, Problem, Change, and Service Level Management.
Strong vendor management and negotiation skills
Executive-level communication
Ability to influence without direct authority
Strong commercial and financial awareness
Solid technical understanding across major IT domains
Strong problem-solving and escalation management
Ability to work across multiple IT functions and business groups
Strategic thinking with a strong focus on execution and accountability

Nice To Haves

ITIL knowledge or certification preferred.
Manufacturing or global enterprise experience preferred.

Responsibilities

Serve as the primary internal owner of the MSP relationship.
Maintain strong relationships with MSP executive and delivery leadership.
Establish and manage the governance model for managed services.
Define clear roles, responsibilities, escalation paths, and accountability between internal IT teams and the MSP.
Serve as the executive escalation point for significant service delivery or vendor performance issues.
Oversee overall MSP performance across Applications, Infrastructure, Security, and other service areas.
Ensure the MSP operates as one integrated service provider across all technical towers.
Monitor SLAs, KPIs, service quality, backlog, major incidents, and recurring problems.
Ensure performance issues have clear corrective actions, owners, and completion dates.
Provide regular service performance reporting to the CIO and IT leadership.
Ensure cross-functional issues are coordinated and resolved effectively.
Provide executive oversight of major incidents involving MSP-supported services.
Ensure appropriate MSP resources are engaged and clear ownership is established.
Review significant Root Cause Analyses and ensure corrective actions are completed.
Identify recurring service issues and drive long-term resolution through Problem Management and service improvement.
Ensure MSP services align with the Master Services Agreement, Statements of Work, SLAs, and contractual commitments.
Partner with Procurement, Finance, and Legal on contract changes, renewals, commercial issues, and vendor negotiations.
Review MSP costs, resource consumption, change requests, and additional Statements of Work.
Challenge unnecessary additional costs when activities should be covered under existing agreements.
Identify opportunities to improve value and optimize managed services costs.
Ensure the MSP provides the appropriate resources, skills, and capacity required to support the organization.
Address resource quality, staffing, turnover, coverage, or skill gaps with MSP leadership.
Work with IT functional leaders to identify future resource and capability requirements.
Ensure adequate knowledge transfer and backup coverage for critical technologies and systems.
Establish and maintain a Continuous Service Improvement program with the MSP.
Identify opportunities to improve automation, reliability, monitoring, documentation, service quality, and operational efficiency.
Drive reduction of recurring incidents and manual operational activities.
Ensure improvement initiatives provide measurable business, operational, or financial value.
Ensure the MSP understands and supports the company's IT strategy and priorities.
Partner with IT leaders to ensure managed services support major transformation initiatives and technology roadmaps.
Support the CIO in evaluating future sourcing, service delivery, and outsourcing strategies.
Lead, mentor, and manage a team of IT professionals, fostering a culture of collaboration, innovation, and continuous improvement.
Allocate resources effectively, ensuring that the team is equipped to meet organizational needs and project deadlines.
Conduct regular performance reviews, set goals, and provide feedback to team members to enhance their skills and contributions.
Collaborate with senior leadership to develop and execute the IT strategy in alignment with the organization’s overall goals and objectives.
Oversee the planning, execution, and delivery of IT projects, ensuring they are completed on time, within scope, and within budget.
Evaluate and recommend new technologies and systems to enhance operational efficiency and improve service delivery.
Ensure the stability, security, and performance of the IT infrastructure, including networks, servers, and cloud services.
Oversee the incident management process, ensuring timely resolution of technical issues and minimizing disruptions to business operations.
Implement change management processes to facilitate the smooth introduction of new technologies and updates, ensuring minimal impact on users.
Develop and manage the IT budget, ensuring prudent financial management and cost control in all IT activities.
Evaluate and manage relationships with third-party vendors and service providers, ensuring compliance with contracts and service level agreements (SLAs).
Work closely with other departments to identify technology needs, gather requirements, and provide IT solutions that enhance productivity.
Communicate effectively with stakeholders at all levels, providing regular updates on IT initiatives, projects, and performance metrics.
Develop and implement IT policies, procedures, and best practices to ensure compliance with industry standards and regulations.
Oversee cybersecurity initiatives to protect the organization’s data and systems from potential threats and vulnerabilities.