MSP Program Manager - Job Description.pdf

MSP Program Manager

We're seeking a hands‐on MSP Program Manager from the staffing industry to manage an established IT‐centric MSP program for our Fortune 500 Client in < City,State >. This position is full‐time, reports directly into our Senior Manager, MSP Services and will reside primarily in our <City,State> office with a limited onsite presence at our client's corporate headquarters. The Program Manger manages and is directly responsible for delivering consultative solutions for tactical/operational service delivery for the dedicated MSP account. This role oversees, plans, directs and controls all phases of the MSP account in order to increase productivity and encourage program growth within a fair and competitive environment. Responsibilities include high level Client Management, Business Development, Operations, Recruitment, and Supplier Management.

Essential Functions:

Responsible for all client operations and service aspects as well as for the implementation, direction, quality and compliance program adherence, and management of a Managed Service Program (MSP) with multiple sites and suppliers.

Builds relationships with key decision makers at the client and establish and maintain rapport.

Drives program evolution while keeping with client's strategic needs. Coordinates, communicates and leads the change management efforts related to the MSP, both within SEVENSTEP Group and the client.

Provides customer with regular updates regarding the MSP, including latest industry trends, best practices internally and externally as well as potential program enhancements.

Acts as the day‐to‐day escalation contact for Program Consultants within the account. Designs and implements a team‐results oriented culture, reinforcing collective results over individual results.

Supports MSP (Managed Service Program) to ensure that financial goals and objectives are met or exceeded while ensuring full compliance on all Pontoon policies and procedures.

Works with Business Analyst and other applicable resources to provide accurate, timely and complete performance analyses.

Accountable for monthly/quarterly reporting of the MSP on the various metrics that have been established for the program.

Develops and maintains knowledge of economic trends and changes affecting businesses.

Oversees and maximizes use of VMS technology to ensure optimum, cost‐effective, timely and high quality results.

Survey clients regarding perception of service. Visits clients to emphasize quality and service.

Responsible for delivery of a quality program to include participation in the program QBR’s (Quality Business Reviews) with client as well as supplier community. Satisfies quality metrics that are established for the program and ensures supplier adherence to quality standards and compliance requirements.

Education and Experience:

Bachelor’s Degree in related field or equivalent experience.

Five (5) years full time work experience with four (4) years in service level industry and a proven track record measured by increased responsibilities.

Previous account management experience. Sales experience preferred but not required.

High sense of urgency with the ability to multi‐task and prioritize in a fast paced environment.

Ability to manage and resolve complex client situations in an effective manner.

Able to communicate effectively and clearly in writing and orally, both in one‐on‐one and in group presentation situations.

Ability to interact and communicate with all levels of staff and management.

Proficient in PC software packages, such as Microsoft Word, PowerPoint Excel and email