Service Provider Program Manager
About The Position
The Service Provider Program Manager at Hyper Solutions plays a key role in building, managing, and scaling the third-party service provider network that supports Hyper’s field service delivery model. This position is responsible for ensuring the provider network is structured, qualified, and ready to meet customer service commitments across all regions. This role owns the provider program end-to-end, from identifying and onboarding partners to negotiating commercial terms and managing ongoing performance. It ensures the right balance of cost, coverage, quality, and response capability is in place as Hyper’s installed base grows. This position is well-suited for a highly organized operator who thrives in cross-functional environments and is comfortable managing vendor relationships, contracts, and performance standards at scale.
Requirements
- 5–10 years of experience in partner/vendor management, service operations, or program management
- Experience building or managing a third-party service or field provider network
- Ability to manage multiple vendors across regions with strong organizational discipline
- Strong communication and stakeholder management skills across cross-functional teams
Nice To Haves
- Experience with provider compliance platforms such as Avetta or ISNetworld
- Strong contract negotiation experience including MSAs, SLAs, and labor rate structures
- Background in data center infrastructure, electrical equipment, or industrial services
- Experience working with OEM or third-party service delivery models
- Familiarity with SLA-based service contracts and coverage mapping
- Experience with vendor performance management systems and scorecards
- MBA or equivalent business and technical experience
Responsibilities
- Identify, recruit, and onboard qualified third-party service providers across priority regions
- Develop and maintain SLA coverage maps and response frameworks aligned with customer commitments
- Source new providers through platforms, industry networks, and referrals
- Evaluate and address geographic coverage gaps as the installed base expands
- Build redundancy and escalation paths within the provider network
- Negotiate Master Service Agreements (MSAs), labor rates, and regional pricing structures
- Define and enforce standards for service authorization, invoicing, and payment terms
- Develop commercial frameworks that balance cost efficiency with service quality
- Ensure all provider agreements meet compliance and risk requirements
- Define and track provider KPIs including response time, SLA adherence, and quality performance
- Conduct regular provider performance reviews and implement corrective actions as needed
- Manage provider qualification criteria including safety standards, certifications, and insurance requirements
- Maintain compliance documentation and tracking through platforms such as Avetta
- Coordinate onboarding, training, and readiness of service providers
- Maintain program documentation, playbooks, and reporting for internal visibility
- Partner with Service Operations, Sales, Finance, and Compliance teams to align provider network with business needs
- Support continuous improvement of the provider program based on operational feedback and field performance
Benefits
- Discretionary bonus or incentive compensation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
