Director Managed Services Provider Operations

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America. We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. Established in 2021, Independence Pet Holdings (IPH) is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America. We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach includes our own insurance carrier, insurance brands and partner brands. Job Summary:The Director, Managed Service Provider, Operations will manage the strategic oversight and operational governance of third-party managed service providers delivering infrastructure and business application services. This role is responsible for ensuring partner performance aligns with contractual obligations, service level agreements (SLAs), and financial commitments. The ideal candidate will be a seasoned, hands-on leader with deep experience in IT service delivery, partner governance, and contract management across global teams. Job Location: Hybrid – Chicago IL, New York NY, Scottsdale AZ Main Responsibilities • Partner Governance & Relationship Management • • Serve as the primary operational point of contact, escalation, and management for strategic technology partner relationships. • Conduct regular business reviews to assess performance, compliance, and strategic alignment. • Foster collaborative partnerships while maintaining accountability and transparency. • Partner with Architecture and Procurement on strategic partner strategy and roadmap. • Performance Monitoring & SLA Management • • Define, negotiate, and enforce service level agreements (SLAs) and key performance indicators (KPIs). • Develop and implement all processes, policies, templates, and reporting for partner engagement and performance management. • Ensure timely and accurate reporting of operational metrics and service performance. • Monitor partner performance through dashboards and reporting tools, initiating corrective actions as needed. • Contract & Financial Oversight • • Work with Procurement and Finance to manage contract lifecycle including renewals, amendments, and scope changes. • Ensure compliance with procurement policies, procedures, and standards. • Ensure compliance with financial commitments and budgetary controls. • Partner with Procurement to oversee competitive and comprehensive rate cards for time and material work, conducting regular benchmarking exercises. • Project Governance • • Ensure all project and services work is governed through comprehensive Statements of Work (SOWs) for both deliverables based fixed bid and time and material work. • Develop, Review, and Approve SOWs to ensure clarity, scope, deliverables, timelines, and cost controls. • Compliance & Risk Management • • Ensure vendors comply with contract deliverables, regulatory requirements, and internal policies. • Identify and mitigate risks associated with vendor operations and service delivery. Qualifications • • Bachelor’s degree in Information Technology, Business Administration, or related field (Master’s preferred). • 10+ years of experience in IT vendor management, service delivery, or outsourcing governance. • Proven experience managing global vendors, especially in India and Mexico. • Strong understanding of IT infrastructure, business applications, and managed services. • Experience managing virtual, distributed, and international teams. • Expertise in SLA enforcement, negotiation, and financial oversight. • Excellent communication, leadership, and stakeholder management skills. • Familiarity with ITIL, COBIT, or other IT governance frameworks. Preferred Qualifications • • Certifications in ITIL, Agile, Lean Six Sigma, and Supply Chain Management are a plus. • Experience with tools like ServiceNow, Power BI, or similar performance monitoring platforms. • Ability to work across multiple cultures and time zones. • Strategic thinker with a hands-on approach to problem-solving. All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following: • Comprehensive full medical, dental and vision Insurance • Basic Life Insurance at no cost to the employee • Company paid short-term and long-term disability • 12 weeks of 100% paid Parental Leave • Health Savings Account (HSA) • Flexible Spending Accounts (FSA) • Retirement savings plan • Personal Paid Time Off • Paid holidays and company-wide Wellness Day off • Paid time off to volunteer at nonprofit organizations • Pet friendly office environment • Commuter Benefits • Group Pet Insurance • On the job training and skills development • Employee Assistance Program (EAP) Interview Technology Notice Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process. By continuing with the interview, you consent to this use. 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