Oversee and optimize the performance of MSP providers, ensuring service delivery meets or exceeds agreed-upon standards and business needs.
Act as a key liaison between IT leadership, MSP providers, and internal stakeholders, ensuring alignment and accountability.
Monitor metrics and proactively resolve issues and problems with service delivery, quality, process, resources, and performance while adhering to a well-defined governance structure.
Identify and solve complex operational and organizational problems, leveraging cross-functional resources as needed.
Drive continuous improvement and innovation in service delivery, partnering with internal and external stakeholders.
Ensure adherence to governance structures and compliance with organizational policies and standards.
Build and maintain strong relationships with internal functional IT stakeholders, MSP providers, and cross-functional stakeholders.
Influence managers, leaders, and external partners/vendors to take action and drive results.
Negotiate with external partners to maximize value and performance, ensuring that contractual obligations are met and exceeded.

Bachelor’s Degree in a relevant field.
At least 10 years of relevant experience
Strong track record in MSP service delivery operations, application support, development and delivery, or infrastructure management.
Demonstrated experience in requirements definition and management, demand management, incident and problem management, and technology service management.

MSP Service Delivery Manager

Key skills