Managed Services Provider Delivery Executive

About the Role

Alkegen, a global leader in specialty materials, is seeking a MSP Delivery Executive to manage a critical Managed Services Provider (MSP) relationship. This role is essential in ensuring the MSP delivers high-quality services across various IT domains, aligning with the company's strategic goals and priorities.

Responsibilities

• MSP Relationship and Governance:
  • Serve as the primary internal owner of the MSP relationship.
  • Maintain strong relationships with MSP executive and delivery leadership.
  • Establish and manage the governance model for managed services.
  • Define clear roles, responsibilities, escalation paths, and accountability between internal IT teams and the MSP.
  • Serve as the executive escalation point for significant service delivery or vendor performance issues.
• Service Delivery and Performance:
  • Oversee overall MSP performance across Applications, Infrastructure, Security, and other service areas.
  • Ensure the MSP operates as one integrated service provider across all technical towers.
  • Monitor SLAs, KPIs, service quality, backlog, major incidents, and recurring problems.
  • Ensure performance issues have clear corrective actions, owners, and completion dates.
  • Provide regular service performance reporting to the CIO and IT leadership.
  • Ensure cross-functional issues are coordinated and resolved effectively.
• Incident and Problem Management:
  • Provide executive oversight of major incidents involving MSP-supported services.
  • Ensure appropriate MSP resources are engaged and clear ownership is established.
  • Review significant Root Cause Analyses and ensure corrective actions are completed.
  • Identify recurring service issues and drive long-term resolution through Problem Management and service improvement.
• Commercial and Contract Management:
  • Ensure MSP services align with the Master Services Agreement, Statements of Work, SLAs, and contractual commitments.
  • Partner with Procurement, Finance, and Legal on contract changes, renewals, commercial issues, and vendor negotiations.
  • Review MSP costs, resource consumption, change requests, and additional Statements of Work.
  • Challenge unnecessary additional costs when activities should be covered under existing agreements.
  • Identify opportunities to improve value and optimize managed services costs.
• Resource and Capacity Management:
  • Ensure the MSP provides the appropriate resources, skills, and capacity required to support the organization.
  • Address resource quality, staffing, turnover, coverage, or skill gaps with MSP leadership.
  • Work with IT functional leaders to identify future resource and capability requirements.
  • Ensure adequate knowledge transfer and backup coverage for critical technologies and systems.
• Continuous Improvement:
  • Establish and maintain a Continuous Service Improvement program with the MSP.
  • Identify opportunities to improve automation, reliability, monitoring, documentation, service quality, and operational efficiency.
  • Drive reduction of recurring incidents and manual operational activities.
  • Ensure improvement initiatives provide measurable business, operational, or financial value.
• Strategic Alignment:
  • Ensure the MSP understands and supports the company's IT strategy and priorities.
  • Partner with IT leaders to ensure managed services support major transformation initiatives and technology roadmaps.
  • Support the CIO in evaluating future sourcing, service delivery, and outsourcing strategies.
• Team Leadership and Management:
  • Lead, mentor, and manage a team of IT professionals, fostering a culture of collaboration, innovation, and continuous improvement.
  • Allocate resources effectively, ensuring the team is equipped to meet organizational needs and project deadlines.
  • Conduct regular performance reviews, set goals, and provide feedback to team members.

Qualifications

• Bachelor's degree in Information Technology, Business, Engineering, or related field.
• 10+ years of experience in IT leadership, managed services, outsourcing, service delivery, or vendor management.
• Strong experience managing large Managed Services Provider relationships.
• Experience working with complex global IT environments.
• Experience managing services across multiple technology areas such as Applications, Infrastructure, Cloud, Security, or Service Desk.
• Strong knowledge of MSAs, Statements of Work, SLAs, KPIs, service credits, and vendor contracts.
• Experience managing executive-level vendor escalations.
• Strong understanding of IT Service Management practices, including Incident, Problem, Change, and Service Level Management.
• ITIL knowledge or certification preferred.
• Manufacturing or global enterprise experience preferred.

Skills

• Strong vendor management and negotiation skills.
• Executive-level communication.
• Ability to influence without direct authority.
• Strong commercial and financial awareness.
• Solid technical understanding across major IT domains.
• Strong problem-solving and escalation management.
• Ability to work across multiple IT functions and business groups.
• Strategic thinking with a strong focus on execution and accountability.

Why Work for Us?

Alkegen brings together two of the world’s leading specialty materials companies to create one new, innovation-driven leader focused on battery technologies, filtration media, and specialty insulation and sealing materials. Through global reach and breakthrough inventions, we are delivering products that enable the world to breathe easier, live greener, and go further than ever before. With over 60 manufacturing facilities and a global workforce of over 9,000 of the industry’s most experienced talent, Alkegen is uniquely positioned to help customers impact the environment in meaningful ways. Alkegen offers a range of dynamic career opportunities with a global reach. Come grow with us!

At Alkegen, we strive every day to help people – ALL PEOPLE – breathe easier, live greener, and go further than ever before. We believe that diversity and inclusion is central to this mission and to our impact. Our diverse and inclusive culture drives our growth and innovation, and we nurture it by actively embracing our differences and using our varied perspectives to solve the complex challenges facing our changing and diverse world. Employment selection and related decisions are made without regard to sex, race, ethnicity, nation of origin, religion, color, gender identity and expression, age, disability, education, opinions, culture, languages spoken, veteran’s status, or any other protected class.