MSP Global Program Director

Responsibilities

• Provide hands‑on support to Program Engagement Managers, Business Operations Manager, Contracts Analysts, Account Specialist, and Business Intelligence Analyst.
• Assist the team with complex or high‑volume requests and day‑to‑day operations.
• Align with suppliers and manage relationships, expectations, performance, and reporting.
• Strategically align with client stakeholders to improve processes, develop new processes and innovation, and drive operational efficiencies.
• Work closely with onsite teams (located in Philadelphia, Denver) to ensure deep understanding and provide guidance on all aspects of program strategy and operations.
• Handle escalated client and supplier requests.
• Ensure delivery of SLAs and metrics.
• Conduct scheduled meeting cadence including governance meetings, monthly program read‑outs, weekly leadership and end‑client executive read‑outs.
• Determine new ways to provide cost savings while maintaining existing savings programs to reach stated goals.
• Write process documentation.
• Prioritize work under pressure and adjust quickly.
• Drive innovation and demonstrate assertiveness, flexibility, and adaptability to changing business needs.

• Bachelor's degree or equivalent work experience.
• Advanced MS skills.
• Managing 2‑3 clients and teams simultaneously.
• Developing and presenting client business reviews.
• 8‑10 years of MSP/industry experience.
• Well‑versed in MSP strategy, program design, data analysis, and operations.
• Managing high‑volume/high‑intensity clients.