MSP Senior Program​/Delivery Manager

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 escalation.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.