Governance Framework & Provider Oversight
- Performance: Design and operationalize a unified MSP governance framework covering SLAs, KPIs, escalation paths, and audit readiness
- Ensure all service providers and in-house teams are performing within contractual and regulatory boundaries
- Chair and facilitate governance forums — Performance, Risk, Contract/Finance
- Drive accountability across providers through structured governance reviews and corrective action tracking
- Maintain a consolidated governance calendar ensuring stakeholder visibility and timely decision-making
Risk, Compliance & Mitigation
- Proactively identify contractual, operational, and compliance risks; escalate and remediate in a timely manner
- Ensure all documentation and processes are always audit-ready in line with internal and external regulatory requirements
- Champion data protection principles and right-to-information obligations across provider contracts
- Identify and implement process improvements leveraging AI, automation, and analytics
Stakeholder & Vendor Relations
- Build and sustain trusted relationships with SPOps Team, Delivery Leads.
- Serve as the primary point of contact for Service Provider Delivery Managers
- Collaborate closely with Procurement, Legal, and Finance to align on governance, cost, and compliance outcomes
- Establish an environment of mutual accountability, trust, and respect across internal and external stakeholders
- Communicate effectively with senior executives — translating complex data into concise, actionable insights
- 8–15 years of progressive experience in IT outsourcing governance, vendor/MSP management, or strategic operations
- Demonstrated experience managing multi-provider environments with complex contractual and SLA frameworks
- Track record of leading governance transformation programs and delivering measurable outcomes
- Exposure to GCC operating models and in-house delivery governance is a strong advantage
- Expertise in SLA/KPI design, Risk management and compliance governance
- Proficiency with ITSM tools (Service Now, Jira), governance platforms, and analytics/BI tools
- Familiarity with AI and automation capabilities relevant to provider performance management
- Knowledge of financial modeling, budgeting, and cost analysis skills.
Skills Required
- 8-15 years of progressive experience in IT outsourcing governance, vendor/MSP management, or strategic operations
- Demonstrated experience managing multi-provider environments with complex contractual and SLA frameworks
- Track record of leading governance transformation programs and delivering measurable outcomes
- Exposure to GCC operating models and in-house delivery governance is a strong advantage
- Expertise in SLA/KPI design, Risk management and compliance governance
- Proficiency with ITSM tools (Service Now, Jira), governance platforms, and analytics/BI tools
- Familiarity with AI and automation capabilities relevant to provider performance management
- Knowledge of financial modeling, budgeting, and cost analysis skills
What We Do
In 1969, Don and Doris Fisher opened the first Gap store on Ocean Avenue in San Francisco. They wanted to make it easier to find a great pair of jeans, and they did. Their denim and records store was a hit, and it grew to become one of the world’s most iconic brands. Today we’re represented in more than 1400 stores in over 40 countries, and online. We have headquarters in New York, London, Shanghai, Tokyo, and, of course, San Francisco. Our unique aesthetic is optimistic cool, elevated American style. Our clothes are crafted with care, with focused attention to thoughtful design. We believe in staying true to our heritage while creating what’s next. Don and Doris Fisher always wanted to “do more than sell clothes.” They wanted to support the people who ran their company, to be active in their communities, and to have a positive impact on the world. Their vision helped transform retail, and we’re still following their lead. We stand for freedom and possibility for all; we champion diverse ideas that transcend generations, geographies and genders.
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