Director MSP Service Delivery & Vendor Governance

Laudio; Gilbert (AZ); Hybrid; USD 166,000 - 237,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with company match

Paid time off and parental leave

Employee assistance program

Headspace and Airvet wellness programs

Charitable matching program

Job summary

NASM, part of Ascend Learning, seeks a Director MSP Service Delivery to own the operational relationship with MSP partners and vendors. You will lead a team of Service Delivery Managers and an Analyst, driving SLAs, cost transparency, and performance across the MSP ecosystem.

You will partner with CIO and cross-functional leaders to translate business priorities into a coherent technology roadmap, ensuring measurable outcomes and scalable delivery for NASM’s global initiatives from Gilbert, AZ

Qualifications

• Bachelor's degree in business, technology, or related field; MBA or relevant graduate degree preferred.
• 10+ years of experience in IT service delivery, vendor management, sourcing, or commercial technology operations; 4+ years of people management.
• Direct, hands-on experience managing MSP or outsourced delivery partner relationships at an enterprise scale.
• Deep familiarity with ITIL service management practices; ITIL Foundation or higher certification preferred.
• Experience with TBM, IT financial management, and tools such as Apptio.
• Strong contract negotiation experience including MSA, SOW, and SaaS enterprise agreements.

Responsibilities

• Lead and develop the Service Delivery & Vendor Governance team, including Service Delivery Managers for each MSP partner and an Operational Analyst.
• Own NASM’s relationship with strategic MSP partners, holding partners accountable to outcomes, enhancement delivery, project assignments, service levels, operational health, runbooks and contractual commitments.
• Establish service level frameworks, operational governance cadences, and escalation protocols across all MSP and strategic vendor relationships.
• Manage vendor risk, including security, compliance, and business continuity.
• Drive cost transparency, showback/chargeback, and technology business management practices that give leaders visibility into IT spend and value.
• Drive software license optimization and asset management across the enterprise.
• Establish operational dashboards and metrics covering MSP performance, SLA attainment, incident management, cost performance, and risk.
• Lead executive-level service reviews with MSP partners and internal stakeholders on a recurring cadence.
• Drive continuous improvement in MSP service quality, velocity, and unit economics; champion a culture of accountability and outcomes.
• Partner with other leaders to ensure MSP delivery meets product, architecture, and data standards.

Skills

MSP management

Vendor management

ITIL knowledge

SaaS experience

Contract negotiation

Budget management

Stakeholder influence

Leadership

Education

Bachelor's degree

MBA preferred

Tools

Apptio

TBM tools

Job description

NASM, part of Ascend Learning, seeks a Director MSP Service Delivery to own the operational relationship with MSP partners and vendors. You will lead a team of Service Delivery Managers and an Analyst, driving SLAs, cost transparency, and performance across the MSP ecosystem.

You will partner with CIO and cross-functional leaders to translate business priorities into a coherent technology roadmap, ensuring measurable outcomes and scalable delivery for NASM’s global initiatives from Gilbert, AZ