Job RequirementsJob Responsibilities: MSP Relationship and Governance- 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.
Service Delivery and Performance- 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.
Incident and Problem Management- 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.
Commercial and Contract Management- 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.
Resource and Capacity Management- 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.
Continuous Improvement- 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.
Strategic Alignment- 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.
Key AccountabilitiesThe MSP Delivery Executive is accountable for:
- Overall MSP relationship and performance
- Integrated service delivery across MSP towers
- SLA and KPI governance
- Executive vendor escalations
- MSP resource quality and capacity
- Contractual and commercial performance
- Cross-functional service coordination
- Continuous service improvement
- Executive reporting to the CIO
- Overall value delivered by the MSP
Team Leadership and Management - Leadership: Lead, mentor, and manage a team of IT professionals, fostering a culture of collaboration, innovation, and continuous improvement.
- Resource Management: Allocate resources effectively, ensuring that the team is equipped to meet organizational needs and project deadlines.
- Performance Evaluation: Conduct regular performance reviews, set goals, and provide feedback to team members to enhance their skills and contributions.
IT Strategy and Implementation - Strategic Planning: Collaborate with senior leadership to develop and execute the IT strategy in alignment with the organization's overall goals and objectives.
- Project Management: Oversee the planning, execution, and delivery of IT projects, ensuring they are completed on time, within scope, and within budget.
- Technology Adoption: Evaluate and recommend new technologies and systems to enhance operational efficiency and improve service delivery.
Operational Oversight - IT Infrastructure Management: Ensure the stability, security, and performance of the IT infrastructure, including networks, servers, and cloud services.
- Incident Management: Oversee the incident management process, ensuring timely resolution of technical issues and minimizing disruptions to business operations.
- Change Management: Implement change management processes to facilitate the smooth introduction of new technologies and updates, ensuring minimal impact on users.
Budgeting and Financial Management - Budget Oversight: Develop and manage the IT budget, ensuring prudent financial management and cost control in all IT activities.
- Vendor Management: Evaluate and manage relationships with third-party vendors and service providers, ensuring compliance with contracts and service level agreements (SLAs).
Collaboration and Stakeholder Engagement - Cross-Department Collaboration: Work closely with other departments to identify technology needs, gather requirements, and provide IT solutions that enhance productivity.
- Stakeholder Communication: Communicate effectively with stakeholders at all levels, providing regular updates on IT initiatives, projects, and performance metrics.
Compliance and Security - Policy Development: Develop and implement IT policies, procedures, and best practices to ensure compliance with industry standards and regulations.
- Cybersecurity: Oversee cybersecurity initiatives to protect the organization's data and systems from potential threats and vulnerabilities.
Education:
- 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.
- ITIL knowledge or certification preferred.
- Manufacturing or global enterprise experience preferred.
- Leadership Competencies
- 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
