MSP & Vendor Delivery Director - Hybrid/Remote

Ascend Learning; 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

Employee assistance program

Charitable matching program

Job summary

Ascend Learning, a leading healthcare and learning technology company, seeks a Director MSP Service Delivery to manage MSP partner relationships, drive service excellence, and align technology delivery with business outcomes.

In this role you will lead a team, oversee governance, and partner across Operations, Sales, Finance, and Product to deliver measurable improvements. The position supports NASM and other brands, with hybrid work from Gilbert, AZ.

Qualifications

• Bachelor’s degree in business, technology, or related field.
• 10+ years in IT service delivery, vendor management, sourcing, or commercial tech operations with 4+ years of people management.
• Hands-on MSP/outside delivery partner relationship experience at enterprise scale.
• ITIL service management familiarity; ITIL Foundation or higher preferred.

Responsibilities

• Lead and develop the Service Delivery & Vendor Governance team with managers for MSP partners and an analyst.
• Own NASM’s MSP partner relationships, ensuring outcomes, delivery, SLAs, and contractual commitments.
• Set service level frameworks, governance cadences, and escalation protocols across MSPs and vendors.
• Manage vendor relationships including Adobe, Microsoft, Snowflake, HubSpot, and other key partners.
• Govern contract performance, renewals, SOWs, and commercial negotiations with Procurement and Legal.
• Establish cost transparency and TBM practices to show IT spend and value to business leaders.

Skills

MSP governance

Vendor management

ITIL know-how

Contract negotiation

Financial acumen

Stakeholder influence

Education

Bachelor’s degree in business/tech

MBA preferred

Tools

Apptio

Job description

Ascend Learning, a leading healthcare and learning technology company, seeks a Director MSP Service Delivery to manage MSP partner relationships, drive service excellence, and align technology delivery with business outcomes.

In this role you will lead a team, oversee governance, and partner across Operations, Sales, Finance, and Product to deliver measurable improvements. The position supports NASM and other brands, with hybrid work from Gilbert, AZ.