Principal Outsourced Technical Services Manager

We are seeking a highly motivated Principal Outsourced Technical Services Manager to oversee and manage our relationship with one or more System Integrators (SIs) based in Pune, India. This individual will act as the primary liaison between QAD and our SI partner, ensuring service delivery excellence, adherence to Service Level Agreements (SLAs) and overall quality performance.

A core responsibility of this role is to project manage the full SI transition, coordinating planning, execution, knowledge transfer and stabilization across IT, Cloud Operations, Engineering and other technical functions that will leverage SI services.

The majority of this role focuses on managing SI performance, relationships, accountability and ongoing governance.

The ideal candidate will have deep vendor management experience, strong operational leadership skills and skills and a proven ability to manage complex outsourced delivery models across global, matrixed environments.

Key Responsibilities

• Lead and manage the partnership with our SI for IT, Cloud Operations, Engineering and other technical services, ensuring delivery of high-quality, reliable, and efficient operations.

• Build and maintain strong, trusted relationships with key SI partners in Pune. Act as the central point of contact for change orders, escalations, issue resolution, and strategic alignment.

• Drive accountability with the SI to ensure SLAs are met across all functions (IT, Cloud Operations, Engineering Services, etc.), tracking performance metrics and holding teams accountable to agreed standards.

• Manage escalations and proactively identify risks, issues, and opportunities for process improvement and service optimization.

• Project manage the entire SI transition lifecycle, including planning, onboarding, knowledge transfer, ramp-up, stabilization, and performance optimization.

• Coordinate with internal stakeholders across IT, Cloud Ops, Engineering, Product, Operations, and G&A to ensure seamless transition of responsibilities and operational continuity.

• Manage transition milestones, communication plans, and cross-functional alignment across time zones.

• Collaborate cross-functionally with internal teams to align SI performance with business priorities.

• Oversee vendor governance including SI performance reviews, SLA compliance, contract adherence, and risks tracking.

• Partner with finance to ensure accurate and efficient cost management.

• Ensure operational excellence across IT infrastructure, networking, end-user support, and related technology functions.

• Identify and pursue opportunities to deepen collaboration with SI partners, supporting long-term transformation and value creation.

• Work collaboratively across time zones, ensuring strong alignment between the Pune-based team and global stakeholders in EMEA and the US.

Qualifications & Experience

• 8+ years of experience in IT operations, infrastructure, or service delivery roles.

• Demonstrated experience managing outsourced services, systems integrators or multi-vendor environments.

• Strong understanding of IT infrastructure, networking, and end-user computing.

• Proven ability to manage vendor performance, negotiate SLAs, and ensure adherence to KPIs.

• Excellent communication, stakeholder management, and problem-solving skills.

• Experience working in matrixed, global organizations.

• Bachelor s degree in Computer Science, Information Technology, Engineering or related field.

• Ability to work onsite based in Pune, India.

• Must be available to work EMEA and US East Coast morning hours to collaborate with global teams and stakeholders.