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Independence Pet Group · 19 hours ago

Managed Services Provider Operations Lead

New York, NY

Full-time

Hybrid

Senior Level, Lead/Staff

$150K/yr - $200K/yr

10+ years exp

Independence Pet Group, established in 2021, manages a diverse portfolio of modern pet health brands and services. The Managed Services Provider Operations Lead will oversee third-party managed service providers, ensuring performance aligns with contractual obligations and service level agreements while fostering strategic partnerships.

Pet

H1B Sponsor Likely

Responsibilities

Serve as the primary operational point of contact, escalation, and management for strategic technology partner relationships

Conduct regular business reviews to assess performance, compliance, and strategic alignment

Foster collaborative partnerships while maintaining accountability and transparency

Partner with Architecture and Procurement on strategic partner strategy and roadmap

Define, negotiate, and enforce service level agreements (SLAs) and key performance indicators (KPIs)

Develop and implement all processes, policies, templates, and reporting for partner engagement and performance management

Ensure timely and accurate reporting of operational metrics and service performance

Monitor partner performance through dashboards and reporting tools, initiating corrective actions as needed

Work with Procurement and Finance to manage contract lifecycle including renewals, amendments, and scope changes

Ensure compliance with procurement policies, procedures, and standards

Ensure compliance with financial commitments and budgetary controls

Partner with Procurement to oversee competitive and comprehensive rate cards for time and material work, conducting regular benchmarking exercises

Ensure all project and services work is governed through comprehensive Statements of Work (SOWs) for both deliverables based fixed bid and time and material work

Develop, Review, and Approve SOWs to ensure clarity, scope, deliverables, timelines, and cost controls

Ensure vendors comply with contract deliverables, regulatory requirements, and internal policies

Identify and mitigate risks associated with vendor operations and service delivery

Qualification

IT vendor managementSLA enforcementContract managementITILAgileLean Six SigmaServiceNowPower BIStakeholder managementCommunication skillsLeadership skillsStrategic thinking

Required

Bachelor's degree in Information Technology, Business Administration, or related field (Master's preferred)

10+ years of experience in IT vendor management, service delivery, or outsourcing governance

Proven experience managing global vendors, especially in India and Mexico

Strong understanding of IT infrastructure, business applications, and managed services

Experience managing virtual, distributed, and international teams

Expertise in SLA enforcement, negotiation, and financial oversight

Excellent communication, leadership, and stakeholder management skills

Familiarity with ITIL, COBIT, or other IT governance frameworks

Preferred

Certifications in ITIL, Agile, Lean Six Sigma, and Supply Chain Management are a plus

Experience with tools like ServiceNow, Power BI, or similar performance monitoring platforms

Ability to work across multiple cultures and time zones

Strategic thinker with a hands-on approach to problem-solving

Benefits

Comprehensive full medical, dental and vision Insurance

Basic Life Insurance at no cost to the employee

Company paid short-term and long-term disability

12 weeks of 100% paid Parental Leave

Health Savings Account (HSA)

Flexible Spending Accounts (FSA)

Retirement savings plan

Personal Paid Time Off

Paid holidays and company-wide Wellness Day off

Paid time off to volunteer at nonprofit organizations

Pet friendly office environment

Commuter Benefits

Group Pet Insurance

On the job training and skills development

Employee Assistance Program (EAP)

Company

Independence Pet Group

Independence Pet Group is an integrated, full-stack pet insurance platform.

Founded in 2021

Chicago, Illinois, USA

501-1000 employees

https://www.independencepetgroup.com

H1B Sponsorship

Independence Pet Group has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (3)