Overview
As Director of Outsourced Services, you will be responsible for the strategy, governance, and performance of ePlus’s outsourced services partner network. You will oversee the full lifecycle of outsourced technical and service-based partnerships—from partner selection and contract negotiation to overseeing the onboarding process and ensuring compliance with ePlus policies and procedures. You will ensure that outsourced partners deliver high-quality technical work by tracking performance, identifying areas for improvement, and driving process enhancements and pricing optimization to increase partner performance and margin growth.
Your Impact
The essential functions of this position include:
- Strategic Governance & Partnerships:
- Lead the creation and execution of ePlus outsourcing strategy, ensuring partners are integrated into the company's technical roadmap and evolving pipeline of services opportunities.
- Work with professional services leadership peers to jointly plan the best levels of assignment between outsourced partner assignments and internal resource assignments to engagements.
- Collaborate with sales and presales leadership peers to understand and plan for the needs of the business and our customers as opportunities move through the sales cycle.
- Onboarding Management:
- Manage the onboarding process for new services partners, including approvals and document verification.
- Verify the accuracy and completeness of services partner information
- Ensure compliance with company policies and procedures.
- Vendor Management System:
- Maintain outsourced partner information in our resource management tools.
- Maintain accurate and up-to-date records of outsourced partner data.
- Look for ways to improve our visibility and insights into partner usage and reporting.
- Partner Rating System:
- Develop and maintain a rating system to evaluate outsourced partner performance.
- Track and analyze partner performance data to make informed business decisions.
- COI Management:
- Understand and track requirements for Certificates of Insurance (COI) for outsourced partners.
- Ensure timely renewal of COIs and track due dates to avoid lapses in coverage.
- Partner Expertise and Coverage Tracking:
- Identify and categorize partner expertise by technology, geography, and scale to make informed project assignments and effective resource allocations.
- Develop and maintain a skills matrix of partner capabilities and areas of expertise.
- Reporting and Metrics:
- Establish and monitor rigorous Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), including error rates, accuracy, and customer satisfaction scores.
- Analyze data to identify trends and opportunities for improvement.
As a manager, you are also expected to:
- Lead and guide team members, fostering growth through mentoring, coaching, and development, while ensuring effective communication and collaboration.
- Promote an environment of inclusivity and respect, valuing diverse perspectives and encouraging open dialogue among all team members.
- Collaborate on strategic initiatives, leveraging your expertise to drive innovation and positive change within the organization.
- Cultivate a proactive approach to conflict resolution, striving for amicable solutions and escalating concerns as needed.
Qualifications
- Bachelor’s degree in IT, Business, or related field or equivalent experience
- PMP certification is a plus
- 10+ years’ experience in technology operations or services management, with a proven track record of managing multi-million-dollar vendor ecosystems.
- Proven expertise in contract management, SLA design, and global delivery models
- Proficient in data-driven decision-making, using tools like NetSuite OpenAir, ServiceNow, Microsoft Power BI, or advanced Excel to track partner performance and financial impact.
- Strong ability to influence senior stakeholders and lead cross-functional, often global, teams.
Position Specifics
The initial base salary range for this position is expected to be between $130,000 and $175,000 annually. The final base salary offered will be determined by multiple factors, including, but not limited to, job-related knowledge, depth of experience, skills, certifications, and geographic location. In addition to base salary, our compensation package may include other components such as commissions and discretionary bonuses.ePlus offers a full range of medical, financial, and/or other benefits (including 401(k) eligibility, employee stock purchase program and various paid time off benefits, such as vacation, sick time, and personal leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an offer of employment is extended.
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
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Who We Are
At ePlus, we believe technology is a people business. Our team is passionate, skilled, and driven to deliver solutions that make a real difference. Join us and be part of a culture that values collaboration, innovation, and extraordinary results.
Corporate Values
- Respectful communication and cooperation: We prioritize respectful communication, fostering an environment where everyone is treated with dignity and respect.
- Teamwork and employee participation: Collaboration and teamwork thrive through diverse perspectives, both within our teams and in our interactions with our customers.
- Work/life balance that supports our employees’ varying needs: We value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.
- Embracing communities: We embrace and support the communities that nurture us. Our employees' dedication to fostering positive change is a source of immense pride for us.
Commitment to Diversity, Inclusion and Belonging
- We are an equal opportunity employer that does not discriminate or allow discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, veteran status, or any other classification protected by federal, state, or local law.
- ePlus is dedicated to fostering, cultivating, and preserving a culture that represents diversity, enables inclusion, and makes our employees feel comfortable bringing their full, unique selves to work.
- While performing this role, you will engage in both seated and occasional standing or walking activities. We provide reasonable accommodations, in accordance with relevant laws, to support success in this position.
- By embracing our values, you will contribute to our collective mission of making a positive impact within our organization and the broader community. We understand that this job description serves as a guide and is not an employment contract.
Skills Required
- Bachelor's degree in IT, Business, or related field or equivalent experience
- PMP certification
- 10+ years' experience in technology operations or services management, with managing multi-million-dollar vendor ecosystems
- Proven expertise in contract management, SLA design, and global delivery models
- Proficient in data-driven decision-making using tools like NetSuite OpenAir, ServiceNow, Microsoft Power BI, or advanced Excel
- Strong ability to influence senior stakeholders and lead cross-functional, often global, teams
ePlus Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ePlus and has not been reviewed or approved by ePlus.
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Strong & Reliable Incentives — Commission-based pay in sales roles can materially increase total compensation for high performers.
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Fair & Transparent Compensation — Public salary snapshots on job boards and salary pages provide clear ranges that help candidates benchmark roles before interviewing.
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Leave & Time Off Breadth — The benefits menu includes paid holidays, vacation, personal and sick time, a community service day, and parental leave, indicating broad leave categories on paper.
ePlus Insights
What We Do
ePlus is a customer-first, services-led, results-driven and trusted industry leader that helps organizations secure, modernize, optimize, and scale every aspect of their IT infrastructure. For more than 30 years, we have stood side by side with more than 4,300 global customers, helping navigate an increasingly complex and dynamic IT, regulatory and workforce environment. Backed by an unparalleled bench of technical experts, more than 5,000 certifications and accreditations, top industry recognition, and a relentless commitment to innovation on behalf of everyone we serve, ePlus drives truly transformational results. We achieve these outcomes via excellence across security, cloud, and managed services – including data migration, hosting and management, along with data center, collaboration, and networking expertise. It’s equal parts strategy, execution, and results, always with our customers at the core. Each day. Every day. Please be aware that scammers will sometimes post jobs on third-party sites such as LinkedIn that appear at first to be legitimate but, in fact, are seeking cash or personal information. ePlus will never send a check to an applicant or require that an app be downloaded. You can learn more information about this type of scam from the Federal Trade Commission (FTC), at https://www.consumer.ftc.gov/articles/0243-job-scams. https://twitter.com/ePlus https://www.youtube.com/user/eplusinc/ https://www.facebook.com/ePlusinc https://www.instagram.com/eplus_technology/
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