MSP Team Lead

Randstad Enterprise; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Randstad Enterprise is seeking an Assistant Manager (Team Lead) for North America MSP to provide strategic and operational leadership to the MSP delivery team supporting North American client programs. You will supervise, coach, and drive performance across the team, ensuring high-quality service delivery and client satisfaction.

The role emphasizes governance, process improvements, and leveraging automation to optimize operations.

Qualifications

• 6+ years in MSP, contingent workforce management, staffing operations, or related fields.
• 2+ years in Team Lead/Assistant Manager or people management.
• Proven experience coaching and developing team members.
• Strong experience delivering for North American clients and stakeholders.
• Hands-on with KPIs, SLAs, productivity, and service metrics.

Responsibilities

• Directly manage and supervise MSP team members supporting North American client programs.
• Provide day-to-day leadership, prioritization, and guidance to the team.
• Coach and develop team through regular feedback and performance reviews.
• Foster a culture of accountability, collaboration and continuous improvement.
• Monitor workload, capacity, utilization and resource allocation for coverage.
• Manage performance against KPIs, SLAs, quality standards and client expectations.
• Review operational metrics and dashboards to identify trends and risks.
• Act as escalation point for complex operations and client issues.
• Partner with clients and stakeholders to understand priorities and deliver MSP solutions.
• Participate in governance meetings and performance discussions.
• Build relationships with stakeholders and ensure client satisfaction.
• Ensure consistent MSP processes across North American portfolio.
• Support new client implementations and transitions.
• Lead workforce planning, hiring, onboarding and cross-training.
• Identify process improvements to simplify and standardize MSP ops.
• Leverage automation, AI and dashboards to reduce manual effort and improve accuracy.
• Work with tech teams to deploy scalable productivity solutions.
• Promote data-driven decisions via operational reporting.

Skills

Team leadership

MSP operations

KPI management

VMS experience

Client relationship

Automation & data

Data reporting

Education

Bachelor's degree in Business Administration/Operations

Tools

VMS: VNDLY

VMS: Fieldglass

VMS: Beeline

Job description

Work Shift: Shift (5:30 PM - 2:30 AM IST)

Employment: Full Time

Work Experience

Minimum Years of Experience - 7+ Years

The Assistant Manager (Team Lead) - North America MSP is responsible for providing strategic and operational leadership to the MSP delivery team supporting North American client programs. The role will directly manage and supervise team members, providing day-to-day direction, coaching, performance management, and career development to build a high-performing and engaged team. The Assistant Manager will ensure consistent, high-quality service delivery by managing operational performance, workload allocation, SLAs, KPIs, quality, and client commitments.

This role will also act as a key escalation point for complex operational and client-related matters, partnering closely with clients, internal stakeholders, and leadership to drive effective resolutions and maintain strong client relationships.

The Assistant Manager will play a critical role in strengthening operational governance, identifying process gaps, and driving continuous improvement across North America MSP operations. The role will proactively identify opportunities to leverage automation, data, reporting, and technology-enabled solutions to reduce manual effort, improve accuracy, increase productivity, and enhance the overall client and stakeholder experience. The successful candidate will bring strong MSP expertise, strategic thinking, operational discipline, leadership presence, and the ability to translate business and client requirements into effective and scalable operational solutions.

Key Responsibilities

• Directly manage and supervise MSP team members supporting North American client programs.
• Provide day-to-day leadership, operational direction, prioritization, and guidance to the team.

• Coach, mentor, and develop team members through regular feedback, one-on-one discussions, performance reviews, and structured development plans.

• Build a culture of accountability, ownership, collaboration, continuous improvement, and high performance.

• Monitor team workload, capacity, utilization, productivity, and resource allocation to ensure effective operational coverage.

• Manage team performance against defined KPIs, SLAs, quality standards, and client expectations.
• Review operational metrics and dashboards to identify performance trends, risks, process gaps, and opportunities for improvement.

• Act as a key escalation point for complex operational, process, and client-related issues and ensure timely resolution.

• Partner with clients, internal stakeholders, and leadership to understand business priorities and deliver effective MSP solutions.

• Participate in client governance meetings, operational reviews, business reviews, and performance discussions as required.

• Build strong relationships with key stakeholders and maintain a high level of client satisfaction.

• Ensure consistent and accurate execution of MSP processes across the North American client portfolio.

• Support new client implementations, transitions, process migrations, and changes in scope, ensuring operational readiness.

• Partner with leadership on workforce planning, hiring, backfills, onboarding, cross-training, and succession planning.

• Identify and implement process improvements that simplify, standardize, and optimize MSP operations.

• Identify opportunities to leverage automation, AI, reporting, dashboards, and technology-enabled solutions to reduce manual effort and improve operational efficiency.

• Partner with automation and technology teams to implement scalable solutions that improve productivity, accuracy, turnaround time, and service quality.

• Promote data-driven decision-making by using operational reports and analytics to identify trends and drive meaningful business actions.

• Ensure effective utilization of VMS platforms and maintain process and data accuracy across systems.

• Drive root-cause analysis and corrective actions for recurring operational issues.

• Ensure compliance with internal policies, client requirements, contractual commitments, and established MSP processes.

• Support the development of standard operating procedures, process documentation, and operational governance frameworks.

• Identify risks proactively and implement appropriate mitigation plans to ensure business continuity.

• Develop team capability through knowledge sharing, cross-training, mentoring, and continuous learning.

• Identify high-potential team members and support the development of future MSP leaders.

• Ensure the team remains adaptable and responsive to changing client requirements and evolving MSP industry practices.

Experience -

• 6+ years of overall experience in MSP, contingent workforce management, staffing operations, recruitment operations, or related workforce solutions.

• 2+ years of experience in a Team Lead / Assistant Manager, Operations Lead, or people management role.

• Proven experience directly managing, coaching, mentoring, and developing team members.

• Strong experience managing operational delivery for North American clients or stakeholders.

• Hands-on experience managing KPIs, SLAs, productivity, utilization, quality, and service delivery metrics.

• Experience managing client escalations and working with senior internal and external stakeholders.

• Experience with Vendor Management Systems (VMS) such as VNDLY, SAP Fieldglass, Beeline, or similar platforms.

• Experience supporting new client implementations, operational transitions, process migrations, or program expansions.

• Experience driving process improvements, operational efficiencies, automation, or technology-enabled solutions.

• Experience working in a fast-paced, multi-client, or complex MSP environment with competing priorities.

Qualifications -

• Bachelor’s degree in Business Administration, Human Resources, Operations, Management, or a related field.

• Strong understanding of North American MSP and contingent workforce operations.

• Strong understanding of the end-to-end contingent workforce lifecycle and MSP operating model.

• Knowledge of VMS platforms such as VNDLY, Fieldglass, Beeline, or similar systems.

• Strong understanding of SLA, KPI, quality, productivity, and performance management frameworks.

• Demonstrated ability to manage and develop high-performing teams.

• Strong analytical and problem-solving skills with the ability to use data to drive decisions.

• Ability to manage escalations, resolve complex operational issues, and make sound business decisions.

• Strong stakeholder management and client relationship skills.

• Excellent written and verbal communication skills.

• Ability to work effectively with North American clients and stakeholders across multiple time zones.

• Strong organizational skills with the ability to manage multiple priorities and deliverables.