Global Delivery Director- MSP Vendors

The Global Delivery Director will be responsible for the operational delivery, governance and development of the allocated accounts throughout the globe.

Acting as the point of contact and escalation route for senior customers this role will provide strategic leadership to the country operational and sales teams, day to day operational governance and oversight of the P&L and budget to ensure delivery of the contractual KPI’s.

What you’ll be doing

Define and Execute Global MSP Strategy

• Develop and implement a comprehensive global strategy for identifying, onboarding, and scaling partnerships with medium to large MSPs, ensuring alignment with overall business objectives.
• Provide strategic guidance and support to local teams to help navigate regional challenges while maintaining alignment with the global strategy.
• Take strategic ownership of client NPS, ensuring consistently high satisfaction levels through the implementation of performance improvement plans and proactive relationship management.

Client Relationship Management

• Cultivate and manage senior-level relationships with MSP clients to deeply understand their needs and ensure ongoing satisfaction.
• Serve as the global point of contact for escalations, leading the resolution of critical incidents with speed and precision.

Operational Delivery & Performance

• Ensure the consistent achievement of contractual KPIs, SLAs, and P&L targets across all MSP programs.
• Oversee data quality governance, generate actionable performance insights, and drive technology adoption to enhance service delivery.
• Lead regular performance reviews, participate in QBRs, and apply data-driven insights to boost partner engagement and revenue growth.

Business Development & Growth

• Drive retention and growth across programs, including expansion into new countries and the launch of additional MSP initiatives.
• Consult with Sales on bids and proposals; actively participate in executive-level presentations and negotiations, with a focus on delivery models, governance, technology, pricing, contracting, and SLAs.
• Provide strategic oversight and governance of new program and market implementations within MSP portfolios.

Partner Enablement & Cross-Functional Collaboration

• Design and deliver impactful training programs to equip local teams with the skills, tools, and knowledge required to successfully engage and grow MSP relationships.
• Collaborate with internal stakeholders—including Sales, Marketing, Product, and Legal—to develop frameworks, resources, and initiatives that support long-term partnership success.

Centralized Delivery & Hub Expansion

• Drive expansion of services in key nearshore and offshore delivery hubs, integrating MSP clients to ensure streamlined and consistent global operations.
• Manage delivery hub performance in collaboration with regional Heads of Delivery, ensuring high-quality service delivery across all geographies.

About you

• Experience in full end-to-end MSP recruitment delivery management, providing demonstrable examples of operating in complex solutions.
• Experience in business analysis – process, organization, qualitative and quantitative, data verification & assessment.
• Excellent written and verbal communication skills including report writing and presentation skills.
• Skilled at handling a fast-paced environment and organizational and client priorities.
• Experience working with a number of countries worldwide.
• Willingness to mentor and train individuals in the wider team.
• Fluent in English (C1+). Plus, another language is highly desired (French, Spanish, Italian, German, Portuguese).
• Strong internal and client relationship skills.
• Ability to identify and understand customer needs.
• Experience of managing concurrent priorities / projects.
• Ability to drive business performance through effective planning, resource management and the creation of robust processes.
• A structured and logical approach; able to handle multiple tasks, think and plan ahead and build in contingencies.
• Knowledge of VMS systems is highly desirable.
• Understands how business strategy cascades into operational delivery plans.

Inclusion

We believe in talent, not labels. We focus on the diverse and unique skills our people bring. Our culture of belonging and purpose ensures everyone can thrive and feel engaged. We are proud to be an Equal Opportunity Employer, committed to equity, equal opportunity, inclusion, and diversity.

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