Job Description

About the Role

The Vice President of Strategic Provider Operations is a critical leadership role responsible for orchestrating and governing a multi-provider outsourcing ecosystem that delivers key technology services to the enterprise. This role ensures that all Managed Service Providers (MSPs) operate under a unified framework with consistent delivery standards, performance outcomes, and strategic alignment. As the central leader overseeing provider performance, contracts, capacity, and innovation, this executive enables operational scale, efficiency, and continuous improvement across the Technology organization. This VP will focus on setting strategic direction, ensuring providers deliver Gaps strategic intent, and building/leading the teams responsible for day-to-day performance and contract management.

Salary Range: $300,000 - $330,000 USD

Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements.

What You'll Do

Strategic Provider Governance

• Establish and lead a centralized governance model for all MSPs supporting technology services.
• Define and enforce common standards, obligations, and metrics to ensure coordinated delivery and unified outcomes across providers.
• Act as a strategic integrator of vendor services, ensuring alignment with business objectives and operational priorities.
• Develop and mature Gaps MSP management competencies across Gaps IT organization, including training, coaching, and institutionalizing best practices, so that Gaps IT leaders and teams can effectively govern, manage by outcomes, and collaborate in a multi-provider ecosystem.

Partnership and Relationship Management

• Serve as the executive point of contact for strategic MSPs, managing executive-level relationships and driving long-term value along with executive sponsors.
• Facilitate structured collaboration across partners through business reviews, joint planning sessions, and strategic steering committees.
• Foster a culture of transparency, trust, and shared accountability among providers and internal stakeholders.

Performance, Financial, and Contract Management

• Provide executive oversight to ensure providers deliver on Gaps strategic outcomesincluding modernization, adoption of AI capabilities, provider and industry best practices, and delivery of innovationbeyond contractual minimums
• Build and lead high-performing teams with expertise in performance management, governance, and contract optimization. Ensure these teams establish and enforce SLAs, KPIs, XLAs, OLAs, and compliance metrics, and drive provider accountability for proactive remediation.
• Oversee the development, execution, and ongoing management of contracts, ensuring terms reflect performance expectations, risk mitigation, and value realization.
• Drive financial oversight, including budgeting, forecasting, and cost optimization strategies for provider services.
• Lead contract renewals, negotiations, amendments, and terminations in partnership with Legal, Finance, and Procurement teams.

Capacity Management

• Partner with internal stakeholders and providers to forecast demand, allocate resources, and scale capacity to meet evolving business and technology needs.
• Ensure providers have the right skills, bandwidth, and geographic coverage to support operational resiliency and strategic growth.
• Address resource gaps proactively and coordinate provider staffing strategies during peak periods, transformation efforts, or incidents.

Innovation and Continuous Improvement

• Co-lead initiatives that promote innovation within the provider ecosystem, leveraging emerging technologies, process automation, and new delivery models.
• Champion a continuous improvement culture, identifying opportunities to increase efficiency, reduce risk, and enhance service experience.
• Drive innovation workshops, pilot programs, and best practice sharing across partners to evolve service capabilities and delivery excellence.
• Champion adoption of provider best practices, including AI-enabled operations (AIOps), AI-first data lifecycle practices, and AI-first software delivery lifecycles. Advocate for and secure adoption of these practices across Gaps retained IT organization to ensure modernization, productivity, and business outcomes are realized

Unified Outcomes and Operational Integration

• Lead Gaps transition to and ongoing execution of outcomes-based, progressive outsourcing models, ensuring these constructs deliver measurable business value.
• Align provider roadmaps, milestones, and initiatives with internal business and technology goals.
• Enable seamless collaboration and handoffs between providers and internal teams to avoid silos and duplication.
• Ensure all providers operate under a one team mindset, driving cohesive, coordinated service delivery.
• Track, Audit, and enforce outcomes and obligations across all providers

Risk, Compliance, and Regulatory Management

• Proactively manage third-party risks, ensuring provider adherence to security, privacy, compliance, and ethical standards.
• Maintain and enforce internal policies and procedures to ensure providers meet all contractual and regulatory obligations.

Who You Are

• 15+ years of progressive experience in software engineering, Data/AI development, application development, sustainment, and delivery leadership, including governance of large-scale MSP engagements.
• Demonstrated success in leading outcome-based outsourcing relationships, managing application and data services at scale, and driving adoption of provider innovations (e.g., AI-enabled delivery models).
• At least 5 years in an executive leadership role with responsibility for multi-provider ecosystems managing complex outsourcing contracts and multisourced MSP ecosystems globally.
• Demonstrated experience in Service Integration and Management (SIAM), including leading in multi-provider environments where outcomes depend on seamless integration across multiple MSPs, retained teams, and third-party partners.
• Demonstrated success in leading performance management, financial planning, capacity scaling, and cross-provider integration.
• Strong commercial acumen and expertise in contract lifecycle management, negotiation, and value assurance.
• Experience driving innovation initiatives and embedding continuous improvement within a provider operating model.
• Strong leadership, communication, and executive relationship skills.
• Bachelors degree in Business, Information Technology, or a related field required; Masters degree or MBA preferred.

Job Tags

Similar Jobs