Principal Outsourced Technical Services Manager

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.

This hybrid position requires candidates to be based in Pune with 3-4 days of in-office collaboration per week.

Work Hours: EMEA / US East Coast morning hours

We are seeking a highly motivated Principal Outsourced Technical Services Manager to oversee and manage our relationship with one or more System Integrators (SIs) based in Pune, India. This individual will act as the primary liaison between QAD and our SI partner, ensuring service delivery excellence, adherence to Service Level Agreements (SLAs) and overall quality performance. 

A core responsibility of this role is to project manage the full SI transition, coordinating planning, execution, knowledge transfer and stabilization across IT, Cloud Operations, Engineering and other technical functions that will leverage SI services. 

The majority of this role focuses on managing SI performance, relationships, accountability and ongoing governance. 

The ideal candidate will have deep vendor management experience, strong operational leadership skills and skills and a proven ability to manage complex outsourced delivery models across global, matrixed environments. 

Key Responsibilities

• Lead and manage the partnership with our SI for IT, Cloud Operations, Engineering and other technical services, ensuring delivery of high-quality, reliable, and efficient operations.

• Build and maintain strong, trusted relationships with key SI partners in Pune. Act as the central point of contact for change orders, escalations, issue resolution, and strategic alignment.

• Drive accountability with the SI to ensure SLAs are met across all functions (IT, Cloud Operations, Engineering Services, etc.), tracking performance metrics and holding teams accountable to agreed standards.

• Manage escalations and proactively identify risks, issues, and opportunities for process improvement and service optimization.

• Project manage the entire SI transition lifecycle, including planning, onboarding, knowledge transfer, ramp-up, stabilization, and performance optimization.

• Coordinate with internal stakeholders across IT, Cloud Ops, Engineering, Product, Operations, and G&A to ensure seamless transition of responsibilities and operational continuity.

• Manage transition milestones, communication plans, and cross-functional alignment across time zones.

• Collaborate cross-functionally with internal teams to align SI performance with business priorities.

• Oversee vendor governance including SI performance reviews, SLA compliance, contract adherence, and risks tracking. 

• Partner with finance to ensure accurate and efficient  cost management.

• Ensure operational excellence across IT infrastructure, networking, end-user support, and related technology functions.

• Identify and pursue opportunities to deepen collaboration with SI partners, supporting long-term transformation and value creation.

• Work collaboratively across time zones, ensuring strong alignment between the Pune-based team and global stakeholders in EMEA and the US.

Qualifications & Experience

• 8+ years of experience in IT operations, infrastructure, or service delivery roles.

• Demonstrated experience managing outsourced services, systems integrators or multi-vendor environments.

• Strong understanding of IT infrastructure, networking, and end-user computing.

• Proven ability to manage vendor performance, negotiate SLAs, and ensure adherence to KPIs.

• Excellent communication, stakeholder management, and problem-solving skills.

• Experience working in matrixed, global organizations.

• Bachelor’s degree in Computer Science, Information Technology, Engineering or related field. 

• Ability to work onsite based in Pune, India.

• Must be available to work EMEA and US East Coast morning hours to collaborate with global teams and stakeholders.

• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
• Opportunity to join a growing business, launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hard-working people who support one another to get the job done.
• An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.
• Compensation packages based on experience and desired skill set

About QAD:

QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.