MSP Program Manager

About the role

The Program Manager manages and delivers consultative solutions for tactical and operational service delivery for a dedicated MSP account, optimizing service to the client across multiple locations in a high-quality, cost-effective way. The role oversees, plans, directs and controls the phases of the MSP account to increase productivity and encourage program growth, works under minimal supervision and requires travel.

Key responsibilities

• Manage client operations, service aspects, implementation, quality, compliance and adherence to the Managed Service Program across multiple sites and suppliers.
• Build relationships with key decision-makers at the MSP organization and client, acting as the main contact for program management in the region.
• Engage Adecco resources and subject-matter experts, and coordinate change management within Adecco and the client.
• Provide regular updates on the MSP, including industry trends, best practices and program enhancements.
• Oversee assigned resources, act as escalation contact for Program Consultants and run a team-results-oriented culture.
• Support financial goals and compliance, provide performance analysis and report monthly and quarterly on program metrics.
• Manage a yearly budget and P&L, including monthly commentary on financial targets.
• Help develop and implement approved business plans, review sales activity and recommend improvements.
• Use VMS technology to deliver cost-effective, timely results and take part in sales presentations and proposal preparation.
• Survey clients, visit them and identify growth opportunities, and take part in Quality Business Reviews (QBRs).
• Support the Program Director and Supplier Manager on supplier relationships and negotiations, and take part in special projects.

Required profile

• Post-secondary education in a related field, or 4 years of equivalent experience showing progressive responsibility; Lean Six Sigma Green Belt or higher preferred.
• Five years of work experience, with four in the service level industry and a proven track record of increasing responsibilities.
• Previous account management experience is a must; sales experience is preferred but not required.
• Six Sigma certification: Lean certification and/or Green Belt required.

Required skills

• Effective verbal and written communication, including group presentations.
• Ability to own the P&L and drive account growth.
• Proficiency with Microsoft Office (Word, Excel, Access, PowerPoint, Outlook).

What we offer

• Salary range of $90,000 to $112,000, with bonus eligibility through the incentive program.
• Medical, dental, vision, term life and AD&D insurance, disability coverage, commuter benefits, wellness plans and a 401k plan.
• Paid leave and upskilling and development resources.