Director, Outsourced Services (Req#1276)
Overview
The Director of Outsourced Services will lead the strategy, governance, and performance of ePlus’s outsourced services partner network.
Essential Functions
Strategic Governance & Partnerships:
- Lead the creation and execution of ePlus outsourcing strategy.
- Work with professional services leadership peers to plan outsourced partner assignments.
- Collaborate with sales and presales leadership peers to understand and plan for business and customer needs.
Onboarding Management:
- Manage the onboarding process for new services partners.
- Verify the accuracy and completeness of services partner information.
- Ensure compliance with company policies and procedures.
Vendor Management System:
- Maintain outsourced partner information in resource management tools.
- Maintain accurate and up-to-date records of outsourced partner data.
- Improve visibility and insights into partner usage and reporting.
COI Management:
- Understand and track COI requirements for outsourced partners.
- Ensure timely renewal of COIs and track due dates.
Partner Expertise and Coverage Tracking:
- Identify and categorize partner expertise by technology, geography, and scale.
- Develop and maintain a skills matrix of partner capabilities and areas of expertise.
Reporting and Metrics:
- Establish and monitor KPIs and SLAs, including error rates, accuracy, and customer satisfaction scores.
- Analyze data to identify trends and opportunities for improvement.
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
Initial base salary range: $130,000 - $175,000 annually.
Final base salary determined by multiple factors including individual performance, Company or individual department/team performance, and market factors.
Benefits: Full range of medical, financial, and/or other benefits including 401(k) eligibility, employee stock purchase program, and various paid time off benefits.
Who We Are
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: 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: Value the well-being of our employees, recognizing that a healthy work-life balance is pivotal to our collective success.
- Embracing communities: 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.
- We are 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.