Position profile

The contents of this role profile outline the role and responsibilities of the Program Director and should be reviewed in conjunction with the Delegation of Authority, Organization Design Principles, RACI and Leadership attributes.

Position objective

As the Program Director, you will lead the Program Management team responsible for the day-to-day execution and continuous improvement of the client’s program(s). You will partner with the Client Sponsor(s) and the internal Service Delivery and Shared Back-Office Services teams to drive operational excellence, while directly managing and developing a team of Program Managers. We are looking for an experienced MSP professional with strong operational rigor, sound judgment, and a passion for client and team success.

Commitment to our culture, values, and behaviors

Achievement of the position objectives and key responsibilities is attained by:

Fostering collaboration and building strong connections that drive Impellam’s strategy and initiatives forward.
Championing respect and inclusion, ensuring every interaction reflects our commitment to equal opportunity and a positive workplace culture.
Acting responsibly and with integrity, prioritizing the safety and well-being of yourself, others, the environment and our company.

Key responsibilities

Program Management

Your top priority will be ensuring successful delivery of the ongoing program requirements including, but not limited to:

Day-to-Day Operations – work closely with the Service Delivery and back-office teams to ensure that day-to-day client requirements are being met; ensure SLA/KPI compliance is met at all levels.
Supplier/Vendor Operations – manage supplier reporting and KPIs to ensure appropriate job category coverage, response timing, and candidate quality; support supplier scorecards, corrective actions, and contract negotiations as needed.
Program(s) equaling $30 million to $75 million in annual spend.

Billing, Reporting & Analytics

Ensure accurate and timely billing, reporting, and ongoing analysis (includes both scheduled and ad hoc requests); prepare weekly, monthly, and quarterly status reports on program activity and issues.

Project Management – manage the implementation of program/project modifications and enhancements.
Continuous Improvement – use experience, data, and analytics to recommend and drive improvements in program process, utilization, and satisfaction.
Escalation Management – proactively identify and resolve day-to-day issues that impact program performance and client satisfaction levels.
VMS Management – partner with the VMS Supplier to ensure system performance meets client expectations.
Experienced with Business Intelligence Tools – Power BI preferred.

Client Management

Client Relationship & Satisfaction Management – develop and maintain business relationships with client stakeholders and hiring managers; monitor program and supplier satisfaction.
Thought Leadership – act as a trusted advisor to the client, providing market context, industry insights, and best-practice recommendations.

Team Leadership & Development

Lead and develop a team of Program Managers to ensure consistent, high-quality service delivery.

Personnel Management – day-to-day management, coaching, goal setting, performance management, and career development of Program Managers.
Communication – deliver relevant corporate, client, and team communications.
Issue Resolution – manage and resolve program/team/people issues, escalating to the Senior Program Director as appropriate.

Workplace Health, Safety, and Environmental Compliance

At Impellam, it is our moral obligation to safeguard each other, our customers, our temporary workforce and the environment by operating an injury-free, healthy workplace that minimizes our environmental impact.

Impellam is committed to providing a safe and secure working environment to all employees and promote best practices.

You will meet our HSE obligations by committing to:

Seek to prevent injury to any employee, customer, worker, or contractor.
Actively participating and completing compliance training as required.
Consider the safety implications of decisions.

Work experience and attributes

Essential:

Knowledge of Staffing Industry, Managed Service Provider (MSP), Vendor Management Systems (VMS), Procurement, Statement of Work (SOW), Human Resources (HR)
Experience leading or mentoring a team to meet service level agreements and key performance indicators relevant for MSP business performance
Strong experience, and detail orientation, in report development, management, and QA
Experience identifying and leading initiatives for process improvement
Project Management experience
Effective communication, presentation, time management, organization, and planning techniques
MS Excel and MS PowerPoint
Experienced with Business Intelligence tools and driving decisions using analytics
Ability to address the volume and strategy needed to support a $30–$75 million portfolio

Ability to:

Demonstrate excellent communication
Mentor and develop internal team members and external staffing partners
Problem solve and present conceptual information to all levels of internal and external management
Initiate, recommend, or provide solutions through designated channels
Build and execute project plans
Manage data collection and reports for regular and ad hoc reporting needs

Core Competencies

Open Communicator
Strategic Thinker
Relationship Builder
Progressive Problem Solver
Effective Delivery
Customer Focused
Proactive Approach to Leading a Team
Resilient Performer

This job description describes the principal purpose and main elements of the role. It is a guide to the nature and main duties as they currently exist but is not intended as a wholly comprehensive or permanent schedule and is not a contractual document. This document may be amended to meet the changing needs of the business.

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