The Global Programme Executive is responsible for the day to day operations and management of Managed Service Provider (MSP) services. This includes managing client relationships and MSP resources; ensuring teams are achieving results, distributing resource responsibilities for appropriate requisition coverage, and serving as the escalation point for daily operations. The Programme Executive has the primary goal of ensuring ongoing success of the MSP programs.

Responsibilities

• Build and maintain relationships with client stakeholders
• Provide day-to-day management of all resources
• Determine performance goals and expected business results for MSP resources
• Accountable for weekly/monthly/quarterly/yearly delivery
• Responsible for frequent monitoring and reporting on SLAs and KPIs
• Create appropriate material for Quarterly and Yearly Business Reviews with client
• Will participate in program implementation which includes programme staffing, operational process engineering, and resource training
• Oversee diversity hiring initiatives for clients
• Ensure client specific compliance and process adherence is met by team
• Provide oversight of recruitment tool investment and allocation including job boards, licenses, association participating, and networking activities
• Hire, allocate and oversee the day-to-day workload of resources
• Responsible for ongoing staffing requirements and training of new resources
• Manage risk for all operational activity
• Analyze business information and market to identify issues or trends
• Develop and implement solutions to overcome operational related delivery issues
• Serve as point of escalation for day to day operational delivery issues
• Coordinate leadership and client involvement for problem resolution and/or critical decision making