Senior Manager, Global Delivery Vendor Management (RapidScale)

Cox Communications • Raleigh, NC

8d • Hybrid

About The Position

At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid clouds, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google, our solutions focus on business outcomes with embedded cyber resiliency and AI to protect today and enable tomorrow backed by the strength of the Cox family of companies. We are expanding our global delivery footprint to support a 24x7 managed cloud and professional services model. To ensure consistency, scalability, and cost performance across our delivery network, we are hiring a Senior Manager or Director focused exclusively on vendor management, partner governance, and operational execution. This leader will own day-to-day vendor performance, commercial management, KPI oversight, and cross regional coordination that supports our global delivery model. The role is ideal for someone with deep experience managing offshore and nearshore partners, negotiating commercial terms, enforcing SLAs, and driving operational improvements across vendors supplying cloud, engineering, support, and professional services talent.

Requirements

• Bachelor’s degree in a related discipline and 8 years’ experience. The right candidate could also have a different combination, such as a master's degree and 6 years’ experience; a Ph.D. and 3 years’ experience; or 12 years’ experience.
• 3+ years’ experience in management or leadership role
• Experience spanning global service delivery, vendor management, HR operations, transformation, or operations strategy, ideally within a Managed Services, Cloud, or Professional Services environment.
• Experience managing offshore and nearshore partners across multiple regions and functional service lines.
• Experience spans rate card negotiation, cost optimization, and performance-based contract management, along with developing and managing vendor KPI frameworks, governance scorecards, and executive reporting.

Responsibilities

• Own global vendor management across key delivery partners in Jordan, Portugal, the Philippines, and future geographies.
• Drive quarterly business reviews, performance scorecards, corrective action plans, and contractual compliance.
• Negotiate commercial terms, rate cards, staffing models, and cost structures to ensure competitive pricing and predictable spend.
• Partner with finance to maintain a unified vendor KPI framework that measures cost per FTE, utilization, SLA adherence, quality, staffing velocity, and productivity.
• Ensure vendors meet contract obligations, security requirements, background screening standards, and audits.
• Partner with Procurement, Legal, and Finance to govern renewals, contracts, expansions, and commercial discipline.
• Manage daily and weekly operational rhythms with vendors including capacity planning, forecasting, productivity reporting, and SLA tracking.
• Monitor vendor based delivery risks, surface issues early, and drive mitigation plans with internal and external stakeholders.
• Ensure accurate headcount tracking, shift models, coverage windows, and skill mix across all regions.
• Support onboarding, offboarding, and role calibration between RapidScale and vendor teams to maintain a consistent customer experience.
• Build delivery governance dashboards that provide transparency into cost, staffing, performance, and key trends.
• Improve vendor staffing speed, quality, and ramp effectiveness through analytics, feedback loops, and standardized workflows.
• Partner with internal service owners to confirm role definitions, skill expectations, training requirements, and capacity needs.
• Identify performance gaps and drive remediation across productivity, quality, ticket handling, engineering throughput, and customer experience.
• Evaluate new partners, geographies, or delivery models when gaps or scaling opportunities are identified.
• Work closely with Service Delivery, Support, Engineering, HR, and Finance to coordinate vendor activities and ensure alignment to operational needs.
• Provide reporting on vendor performance, risk, and cost using simple dashboards and measurable insights.
• Build relationships with vendor leadership teams and ensure accountability across all levels.
• Represent Global Delivery in contract discussions, operational reviews, and internal audits.

Benefits

• The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members.
• Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees