Director, Outsourced Services (Req#1276)

About the role

As Director of Outsourced Services, you will be responsible for the strategy, governance, and performance of ePlus's outsourced services partner network. You will oversee the full lifecycle of outsourced technical and service-based partnerships-from partner selection and contract negotiation to overseeing the onboarding process and ensuring compliance with ePlus policies and procedures. You will ensure that outsourced partners deliver high-quality technical work by tracking performance, identifying areas for improvement, and driving process enhancements and pricing optimization to increase partner performance and margin growth.

Responsibilities

• The essential functions of this position include:
• Strategic Governance & Partnerships:
• Lead the creation and execution of ePlus outsourcing strategy, ensuring partners are integrated into the company's technical roadmap and evolving pipeline of services opportunities.
• Work with professional services leadership peers to jointly plan the best levels of assignment between outsourced partner assignments and internal resource assignments to engagements.
• Collaborate with sales and presales leadership peers to understand and plan for the needs of the business and our customers as opportunities move through the sales cycle.
• Onboarding Management:
• Manage the onboarding process for new services partners, including approvals and document verification.
• Verify the accuracy and completeness of services partner information
• Ensure compliance with company policies and procedures.
• Vendor Management System:
• Maintain outsourced partner information in our resource management tools.
• Maintain accurate and up-to-date records of outsourced partner data.
• Look for ways to improve our visibility and insights into partner usage and reporting.
• Partner Rating System:
• Develop and maintain a rating system to evaluate outsourced partner performance.
• Track and analyze partner performance data to make informed business decisions.
• COI Management:
• Understand and track requirements for Certificates of Insurance (COI) for outsourced partners.
• Ensure timely renewal of COIs and track due dates to avoid lapses in coverage.
• Partner Expertise and Coverage Tracking:
• Identify and categorize partner expertise by technology, geography, and scale to make informed project assignments and effective resource allocations.
• Develop and maintain a skills matrix of partner capabilities and areas of expertise.
• Reporting and Metrics:
• Establish and monitor rigorous Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), including error rates, accuracy, and customer satisfaction scores.
• Analyze data to identify trends and opportunities for improvement.
• As a manager, you are also expected to:
• Lead and guide team members, fostering growth through mentoring, coaching, and development, while ensuring effective communication and collaboration.
• Promote an environment of inclusivity and respect, valuing diverse perspectives and encouraging open dialogue among all team members.
• Collaborate on strategic initiatives, leveraging your expertise to drive innovation and positive change within the organization.
• Cultivate a proactive approach to conflict resolution, striving for amicable solutions and escalating concerns as needed.

Requirements

• Bachelor's degree in IT, Business, or related field or equivalent experience
• PMP certification is a plus
• 10+ years' experience in technology operations or services management, with a proven track record of managing multi-million-dollar vendor ecosystems.
• Proven expertise in contract management, SLA design, and global delivery models
• Proficient in data-driven decision-making, using tools like NetSuite OpenAir, ServiceNow, Microsoft Power BI, or advanced Excel to track partner performance and financial impact.
• Strong ability to influence senior stakeholders and lead cross-functional, often global, teams.
• Position Specifics
• If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Compa

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