About the Role
The Manager, Strategic Provider Operations, is accountable for designing, implementing, and continuously improving a unified governance framework across a complex multi-service-provider ecosystem. This role ensures that all service providers — including in-house delivery teams — operate within agreed performance, financial, and compliance parameters. The incumbent acts as the central orchestrator between providers, internal business units, finance, legal, procurement, and senior leadership.
What You'll Do
Governance Framework & Provider Oversight
- Performance: Design and operationalize a unified MSP governance framework covering SLAs, KPIs, escalation paths, and audit readiness
- Ensure all service providers and in-house teams are performing within contractual and regulatory boundaries
- Chair and facilitate governance forums — Performance, Risk, Contract/Finance
- Drive accountability across providers through structured governance reviews and corrective action tracking
- Maintain a consolidated governance calendar ensuring stakeholder visibility and timely decision-making
Risk, Compliance & Mitigation
- Proactively identify contractual, operational, and compliance risks; escalate and remediate in a timely manner
- Ensure all documentation and processes are always audit-ready in line with internal and external regulatory requirements
- Champion data protection principles and right-to-information obligations across provider contracts
- Identify and implement process improvements leveraging AI, automation, and analytics
Stakeholder & Vendor Relations
- Build and sustain trusted relationships with SPOps Team, Delivery Leads.
- Serve as the primary point of contact for Service Provider Delivery Managers
- Collaborate closely with Procurement, Legal, and Finance to align on governance, cost, and compliance outcomes
- Establish an environment of mutual accountability, trust, and respect across internal and external stakeholders
- Communicate effectively with senior executives — translating complex data into concise, actionable insights
Who You Are
- 8–15 years of progressive experience in IT outsourcing governance, vendor/MSP management, or strategic operations
- Demonstrated experience managing multi-provider environments with complex contractual and SLA frameworks
- Track record of leading governance transformation programs and delivering measurable outcomes
- Exposure to GCC operating models and in-house delivery governance is a strong advantage
- Expertise in SLA/KPI design, Risk management and compliance governance
- Proficiency with ITSM tools (Service Now, Jira), governance platforms, and analytics/BI tools
- Familiarity with AI and automation capabilities relevant to provider performance management
- Knowledge of financial modeling, budgeting, and cost analysis skills.
