MSP Senior Program/Delivery Manager

Published: 6/14/2022

Job Description

Overview

The MSP Senior Program/Delivery Manager is the delivery lead on our MSP program and trusted partner to the Account Director, the person the team relies on when something falls outside their experience. They own a portfolio of requisitions end to end, serve as the day-to-day point of contact for hiring managers and staffing suppliers, and keep delivery moving so the program consistently meets its SLAs and KPIs. They bring real depth across the mechanics of contingent workforce delivery, requisition lifecycle management in the VMS, rate card structure and market rate reasoning, and the financial flows behind the account from markup and billing through POs and approvals.

They are fluent in worker classification as a discipline, not a formality: distinguishing staff augmentation from consultant or outsourced engagements, applying independent contractor principles, and spotting co-employment or misclassification risk before it becomes a problem. They're equally comfortable on the people side, handling worker situations directly, coaching managers toward the right approach, and holding suppliers to program standards. They're also the senior resource the team turns to for guidance on employee relations issues, rate card gaps, and system questions.

As deputy to the Account Director, they provide full coverage when the Account Director is out, holding escalations and ensuring no requisition or client need goes without an owner. The ideal candidate is an experienced MSP delivery professional who is detail oriented, organized, proactive, and composed under pressure, with strong VMS and Excel skills and sound judgment on what to resolve independently versus escalate.

Responsibilities

Client and Stakeholder Support

Serve as a day-to-day point of contact for hiring managers, HR business partners, and other program users, and as a first line of support on escalations.
Build trusted working relationships through responsive, reliable, plain communication.
Resolve client, supplier, worker, operational, technology, and billing issues within their authority, and raise sponsor-level or commercial matters to the Account Director with a recommendation where possible.
Represent the program credibly in front of stakeholders and sponsors when called on.

Delivery and Operational Excellence

Own an assigned portfolio of requisitions from intake through fill, ensuring timely, high-quality, compliant delivery.
Support day-to-day execution across requisition fulfillment, independent contractor compliance, onboarding and offboarding, co-employment risk, and workforce reporting.
Monitor delivery against service-level agreements (SLAs) and key performance indicators (KPIs), and flag risks and trends early.
Proactively identify issues and propose solutions rather than waiting for direction.
Adhere to established procedures, contractual requirements, and client policies, and support process improvements from what they see on the ground.
Maintain working knowledge of employment law, worker classifications, and state-specific payroll requirements affecting the contingent workforce

Team Support and Collaboration

Act as the senior resource peers turn to for guidance on complex delivery, classification, and stakeholder situations.
Partner closely with the other Account Managers, Direct Sourcing, and Operations to keep delivery coordinated across the account.
Support the onboarding and ramp of new team members through informal mentoring and knowledge sharing.
Serve as deputy to the Account Director, providing full coverage during absences, holding escalations, and ensuring no requisition or client need goes without an owner.

Reporting and Analysis

Own the accuracy and timely delivery of weekly, monthly, and ad hoc reporting, and pull the requisition and delivery data that feeds business reviews.
Support the Account Director in preparing Quarterly Business Reviews and client updates.
Analyze headcount, fulfillment, utilization, supplier performance, and spend, and translate the numbers into clear takeaways, not just data.
Surface opportunities to improve program performance or expand adoption to the Account Director.

Supplier and Talent Management

Manage day-to-day supplier engagement on assigned reqs: distribution, submittal quality, interview coordination, and offer management.
Hold suppliers to program standards, including reply-time and submittal-quality expectations, and flag performance concerns to the Account Director.
Ensure hiring managers receive timely, well-curated candidate slates.
Support supplier communication, feedback, and program education.

Program Adoption and Education

Support strategies that increase program awareness, adoption, and compliance across the client organization.
Deliver training and educational materials for hiring managers, HR, Procurement, suppliers, and other users.
Ensure new program users understand the program's services, processes, and expectations.
Support change-management and communication efforts tied to new processes, services, and technology.

VMS and Technology

Work in the vendor management system (VMS) daily as the primary tool for requisition, candidate, and assignment management.
Maintain data quality and reinforce good data hygiene with hiring managers and suppliers.
Support VMS training and troubleshooting for client and supplier users.
Support implementations, enhancements, testing, and process documentation as the program evolves, and flag opportunities to use the system better.

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Qualifications

4-6 years of experience in managed service programs, contingent workforce management, staffing, HR, or procurement.
Experience owning a full delivery workload within a high-touch MSP account; experience acting as a deputy or senior individual contributor is a strong plus.
Working knowledge of MSP delivery models, Vendor Management Systems, staffing operations, employment law, worker classifications, and compliance.
Strong stakeholder relationships and the credibility to represent the program directly.
A track record of helping a program meet its SLAs, KPIs, and client satisfaction goals.
Sound financial and commercial understanding, including the ability to read program analytics and understand how the account performs.
Strong analytical skills, with experience building, validating, and presenting reports.
Exceptional communication, organization, planning, and stakeholder-management skills.
Ability to translate complex information into practical recommendations.
Ability to manage competing priorities and drive work through completion.
Advanced proficiency in Microsoft Excel and PowerPoint.
Experience in pharmaceutical, life sciences, or another highly regulated industry preferred.
Onsite MSP delivery experience is a plus.