Associate Manager MSP

Key Responsibilities

Directly manage and supervise MSP team members supporting EMEA client programs.

Provide day-to-day leadership, operational direction, prioritization, and guidance to the team.

Coach, mentor, and develop team members through regular feedback, one-on-one discussions, performance reviews, and structured development plans.

Build a culture of accountability, ownership, collaboration, continuous improvement, and high performance.

Monitor team workload, capacity, utilization, productivity, and resource allocation to ensure effective operational coverage.

Manage team performance against defined KPIs, SLAs, quality standards, and client expectations.

Review operational metrics and dashboards to identify performance trends, risks, process gaps, and opportunities for improvement.

Act as a key escalation point for complex operational, process, and client-related issues and ensure timely resolution.

Partner with clients, internal stakeholders, and leadership to understand business priorities and deliver effective MSP solutions.

Participate in client governance meetings, operational reviews, business reviews, and performance discussions as required.

Build strong relationships with key stakeholders and maintain a high level of client satisfaction.

Ensure consistent and accurate execution of MSP processes across the EMEA client portfolio.

Experience

6+ years of overall experience in MSP, contingent workforce management, staffing operations, recruitment operations, or related workforce solutions.

2+ years of experience in a Team Lead / Assistant Manager, Operations Lead, or people management role.

Proven experience directly managing, coaching, mentoring, and developing team members.

Strong experience managing operational delivery for EMEA clients or stakeholders.

Hands-on experience managing KPIs, SLAs, productivity, utilization, quality, and service delivery metrics.

Experience managing client escalations and working with senior internal and external stakeholders.

Experience with Vendor Management Systems (VMS) such as VNDLY, SAP Fieldglass, Beeline, or similar platforms.

Experience supporting new client implementations, operational transitions, process migrations, or program expansions.

Experience driving process improvements, operational efficiencies, automation, or technology-enabled solutions.