Director, MSP Core Service Delivery

• Act as the primary owner of vendor contracts, ensuring compliance with SLAs, KPIs, and budget constraints.
• Manage transitions between vendors, including insourcing and outsourcing activities, to ensure minimal disruption to services.
• Foster strong relationships with vendors and customers, negotiating terms and resolving escalations.
• Service Delivery Leadership
• Oversee the delivery of services related to data platforms, core banking, and IT infrastructure, ensuring alignment with organizational goals.
• Manage a high-performing team, including governance specialists, financial controllers, request managers, and architects.
• Drive day-to-day management of service requests, ensuring timely resolution and adherence to service-level agreements.
• Budget and Financial Oversight
• Manage large IT budgets with precision, ensuring cost efficiency and value optimization.
• Oversee financial operations, including invoicing, forecasting, and budget planning.
• Monitor financial performance against contractual obligations and drive cost-saving initiatives.
• IT Procurement and Transition Management
• Lead IT procurement efforts, evaluating solutions, negotiating terms, and ensuring alignment with business needs.
• Successfully organize and manage vendor transitions, including comprehensive planning and execution.
• Technical Expertise
• Collaborate with solution architects to guide software and infrastructure-related decisions.
• Ensure robust and scalable architecture for core systems, with a focus on data platforms and core banking systems.
• Provide strategic input on technology roadmaps and service enhancements.
• Governance and Compliance
• Establish and maintain governance frameworks to monitor vendor and team performance.
• Ensure compliance with all regulatory requirements and internal policies.

• Proven experience in Managed Services Provider (MSP) service delivery, with a focus on data platforms, core banking, and infrastructure.
• Strong expertise in IT procurement, contract ownership, and managing transitions between vendors.
• Solid understanding of SLAs, KPIs, budget management, and financial oversight.
• Hands-on experience in software development and solution architecture, particularly within core IT systems.
• Experience working with large systems and financial services sytems.
• Demonstrated ability to manage small, specialized teams while handling large budgets and complex contracts.
• Experience in both vendor-side and customer-facing roles; a mix of both is highly preferred.
• Excellent communication and negotiation skills for vendor and customer interactions.
• Strong analytical skills with the ability to make data-driven decisions.
• Ability to lead in a fast-paced, high-pressure environment.
• Strategic mindset with a focus on continuous improvement and innovation.

An innovator with over 2 decades of experience in the financial services industry in over 9 countries, providing world-class financial services to its customers.

This is a unique opportunity to lead a critical function in a dynamic environment where your expertise will directly influence the success of our managed services. If you are passionate about service delivery, driving value from IT operations, and managing complex vendor ecosystems, this opportunity is for you!