We are expanding our global delivery footprint to support a 24x7 managed cloud and professional services model. To ensure consistency, scalability, and cost performance across our delivery network, we are hiring a Senior Manager or Director focused exclusively on vendor management, partner governance, and operational execution. This leader will own day-to-day vendor performance, commercial management, KPI oversight, and cross regional coordination that supports our global delivery model. The role is ideal for someone with deep experience managing offshore and nearshore partners, negotiating commercial terms, enforcing SLAs, and driving operational improvements across vendors supplying cloud, engineering, support, and professional services talent.
Key Responsibilities:
Vendor Management and Commercial Governance• Own global vendor management across key delivery partners in Jordan, Portugal, the Philippines, and future geographies.• Drive quarterly business reviews, performance scorecards, corrective action plans, and contractual compliance.• Negotiate commercial terms, rate cards, staffing models, and cost structures to ensure competitive pricing and predictable spend.• Partner with finance to maintain a unified vendor KPI framework that measures cost per FTE, utilization, SLA adherence, quality, staffing velocity, and productivity.• Ensure vendors meet contract obligations, security requirements, background screening standards, and audits.• Partner with Procurement, Legal, and Finance to govern renewals, contracts, expansions, and commercial discipline.
Delivery Governance and Operational Oversight• Manage daily and weekly operational rhythms with vendors including capacity planning, forecasting, productivity reporting, and SLA tracking.• Monitor vendor based delivery risks, surface issues early, and drive mitigation plans with internal and external stakeholders.• Ensure accurate headcount tracking, shift models, coverage windows, and skill mix across all regions.• Support onboarding, offboarding, and role calibration between RapidScale and vendor teams to maintain a consistent customer experience.• Build delivery governance dashboards that provide transparency into cost, staffing, performance, and key trends.
Partner Optimization and Workforce Alignment• Improve vendor staffing speed, quality, and ramp effectiveness through analytics, feedback loops, and standardized workflows.• Partner with internal service owners to confirm role definitions, skill expectations, training requirements, and capacity needs.• Identify performance gaps and drive remediation across productivity, quality, ticket handling, engineering throughput, and customer experience.• Evaluate new partners, geographies, or delivery models when gaps or scaling opportunities are identified.
Cross Functional Collaboration and Influence• Work closely with Service Delivery, Support, Engineering, HR, and Finance to coordinate vendor activities and ensure alignment to operational needs.• Provide reporting on vendor performance, risk, and cost using simple dashboards and measurable insights.• Build relationships with vendor leadership teams and ensure accountability across all levels.• Represent Global Delivery in contract discussions, operational reviews, and internal audits.
Qualifications
- Bachelor's degree in a related discipline and 8 years' experience. The right candidate could also have a different combination, such as a master's degree and 6 years' experience; a Ph.D. and 3 years' experience; or 12 years' experience.
- 3+ years' experience in management or leadership role
- Experience spanning global service delivery, vendor management, HR operations, transformation, or operations strategy, ideally within a Managed Services, Cloud, or Professional Services environment.
- Experience managing offshore and nearshore partners across multiple regions and functional service lines.
Experience spans rate card negotiation, cost optimization, and performance-based contract management, along with developing and managing vendor KPI frameworks, governance scorecards, and executive reporting.
USD 122,600.00 - 204,400.00 per year
Compensation:
Compensation includes a base salary of $122,600.00 - $204,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.
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For well over a century, Cox Enterprises has been shaping the future with daring ideas and values-driven thinking. Since our founding in 1898, our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications, Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries, as well as in new ventures in agriculture, cleantech, digital media and more. As a privately-held, family-owned business, we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth, amazing benefits and work-life balance at the forefront. Our mission, our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.
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