Position objective:
As the Program Director, you will lead the Program Management team responsible for the day-to-day execution and continuous improvement of the client’s program(s). You will partner with the Client Sponsor(s) and the internal Service Delivery and Shared Back-Office Services teams to drive operational excellence, while directly managing and developing a team of Program Managers. We are looking for an experienced MSP professional with strong operational rigor, sound judgment, and a passion for client and team success.
Commitment to our culture, values, and behaviors:
Achievement of the position objectives and key responsibilities is attained by:
• Fostering collaboration and building strong connections that drive Impellam’s strategy and initiatives forward.
• Championing respect and inclusion, ensuring every interaction reflects our commitment to equal opportunity and a positive workplace culture.
• Acting responsibly and with integrity, prioritizing the safety and well-being of yourself, others, the environment and our company.
Key responsibilities:
Program Management > your top priority will be ensuring successful delivery of the ongoing program
requirements including, but not limited to:
• Day-to-Day Operations – work closely with the Service Delivery and back-office teams to ensure that day-to-day client requirements are being met; ensure SLA/KPI compliance is met at all levels.
• Supplier/Vendor Operations – manage supplier reporting and KPIs to ensure appropriate job category coverage, response timing, and candidate quality; support supplier scorecards, correctiveactions, and contract negotiations as needed.
• Program(s) equaling $30 million to $75 million in annual spend.
Billing, Reporting & Analytics > ensure accurate and timely billing, reporting, and ongoing analysis (includes
both scheduled and ad hoc requests); prepare weekly, monthly, and quarterly status reports on program
activity and issues.
• Project Management – manage the implementation of program/project modifications and enhancements.
• Continuous Improvement – use experience, data, and analytics to recommend and drive improvements in program process, utilization, and satisfaction.
• Escalation Management – proactively identify and resolve day-to-day issues that impact program performance and client satisfaction levels. · VMS Management – partner with the VMS Supplier to ensure system performance meets client expectations. · Experienced with Business Intelligence Tools – Power BI preferred.
Client Management
• Client Relationship & Satisfaction Management – develop and maintain business relationships with client stakeholders and hiring managers; monitor program and supplier satisfaction.
• Thought Leadership – act as a trusted advisor to the client, providing market context, industry insights, and best-practice recommendations.
Team Leadership & Development > lead and develop a team of Program Managers to ensure consistent, high-quality service delivery.
• Personnel Management – day-to-day management, coaching, goal setting, performance management, and career development of Program Managers.
• Communication – deliver relevant corporate, client, and team communications.
• Issue Resolution – manage and resolve program/team/people issues, escalating to the Senior Program Director as appropriate.
Workplace Health, Safety, and Environmental Compliance:
At Impellam, it is our moral obligation to safeguard each other, our customers, our temporary workforce and the environment by operating an injury-free, healthy workplace that minimizes our environmental impact.
Impellam is committed to providing a safe and secure working environment to all employees and promote best practices.
You will meet our HSE obligations by committing to:
• Seek to prevent injury to any employee, customer, worker, or contractor.
• Actively participating and completing compliance training as required.
• Consider the safety implications of decisions.
Work experience and attributes:
Essential:
Knowledge of:
• Staffing Industry, Managed Service Provider (MSP), Vendor Management Systems (VMS),
• Procurement, Statement of Work (SOW), Human Resources (HR)
• Experience leading or mentoring a team to meet service level agreements and key performance indicators relevant for MSP business performance
• Strong experience, and detail orientation, in report development, management, and QA
• Experience identifying and leading initiatives for process improvement
• Project Management experience
• Effective communication, presentation, time management, organization, and planning techniques
• MS Excel and MS PowerPoint
• Experienced with Business Intelligence tools and driving decisions using analytics
• Ability to address the volume and strategy needed to support a $30–$75 million portfolio
Ability to:
• Demonstrate excellent communication
• Mentor and develop internal team members and external staffing partners
• Problem solve and present conceptual information to all levels of internal and external management
• Initiate, recommend, or provide solutions through designated channels
• Build and execute project plans
• Manage data collection and reports for regular and ad hoc reporting needs
Core Competencies:
• Open Communicator
• Strategic Thinker
• Relationship Builder
• Progressive Problem Solver
• Effective Delivery
• Customer Focused
• Proactive Approach to Leading a Team
• Resilient Performer
This job description describes the principal purpose and main elements of the role. It is a guide to the nature and main duties as they currently exist but is not intended as a wholly comprehensive or permanent schedule and is not a contractual document. This document may be amended to meet the changing needs of the business.