About this role
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.