MSP Senior Program/Delivery Manager

Job Description

Job Description

Overview
The MSP Senior Program/Delivery Manager is the delivery lead on our MSP program and trusted partner to the Account Director, the person the team relies on when something falls outside their experience. They own a portfolio of requisitions end to end, serve as the day-to-day point of contact for hiring managers and staffing suppliers, and keep delivery moving so the program consistently meets its SLAs and KPIs. They bring real depth across the mechanics of contingent workforce delivery, requisition lifecycle management in the VMS, rate card structure and market rate reasoning, and the financial flows behind the account from markup and billing through POs and approvals.

They are fluent in worker classification as a discipline, not a formality: distinguishing staff augmentation from consultant or outsourced engagements, applying independent contractor principles, and spotting co-employment or misclassification risk before it becomes a problem. They're equally comfortable on the people side, handling worker situations directly, coaching managers toward the right approach, and holding suppliers to program standards. They're also the senior resource the team turns to for guidance on employee relations issues, rate card gaps, and system questions.

As deputy to the Account Director, they provide full coverage when the Account Director is out, holding escalations and ensuring no requisition or client need goes without an owner. The ideal candidate is an experienced MSP delivery professional who is detail oriented, organized, proactive, and composed under pressure, with strong VMS and Excel skills and sound judgment on what to resolve independently versus escalate.

Responsibilities

Client and Stakeholder Support

• Serve as a day-to-day point of contact for hiring managers, HR business partners, and other program users, and as a first line of support on escalations.
• Build trusted working relationships through responsive, reliable, plain communication.
• Resolve client, supplier, worker, operational, technology, and billing issues within their authority, and raise sponsor-level or commercial matters to the Account Director with a recommendation where possible.
• Represent the program credibly in front of stakeholders and sponsors when called on.

Delivery and Operational Excellence

• Own an assigned portfolio of requisitions from intake through fill, ensuring timely, high-quality, compliant delivery.
• Support day-to-day execution across requisition fulfillment, independent contractor compliance, onboarding and offboarding, co-employment risk, and workforce reporting.
• Monitor delivery against service-level agreements (SLAs) and key performance indicators (KPIs), and flag risks and trends early.
• Proactively identify issues and propose solutions rather than waiting for direction.
• Adhere to established procedures, contractual requirements, and client policies, and support process improvements from what they see on the ground.
• Maintain working knowledge of employment law, worker classifications, and state-specific payroll requirements affecting the contingent workforce

Team Support and Collaboration

• Act as the senior resource peers turn to for guidance on complex delivery, classification, and stakeholder situations.
• Partner closely with the other Account Managers, Direct Sourcing, and Operations to keep delivery coordinated across the account.
• Support the onboarding and ramp of new team members through informal mentoring and knowledge sharing.
• Serve as deputy to the Account Director, providing full coverage during absences, holding escalations, and ensuring no requisition or client need goes without an owner.

Reporting and Analysis

• Own the accuracy and timely delivery of weekly, monthly, and ad hoc reporting, and pull the requisition and delivery data that feeds business reviews.
• Support the Account Director in preparing Quarterly Business Reviews and client updates.
• Analyze headcount, fulfillment, utilization, supplier performance, and spend, and translate the numbers into clear takeaways, not just data.
• Surface opportunities to improve program performance or expand adoption to the Account Director.

Supplier and Talent Management

• Manage day-to-day supplier engagement on assigned reqs: distribution, submittal quality, interview coordination, and offer management.
• Hold suppliers to program standards, including reply-time and submittal-quality expectations, and flag performance concerns to the Account Director.
• Ensure hiring managers receive timely, well-curated candidate slates.
• Support supplier communication, feedback, and program education.

Program Adoption and Education

• Support strategies that increase program awareness, adoption, and compliance across the client organization.
• Deliver training and educational materials for hiring managers, HR, Procurement, suppliers, and other users.
• Ensure new program users understand the program's services, processes, and expectations.
• Support change-management and communication efforts tied to new processes, services, and technology.

VMS and Technology

• Work in the vendor management system (VMS) daily as the primary tool for requisition, candidate, and assignment management.
• Maintain data quality and reinforce good data hygiene with hiring managers and suppliers.
• Support VMS training and troubleshooting for client and supplier users.
• Support implementations, enhancements, testing, and process documentation as the program evolves, and flag opportunities to use the system better.

Qualifications

• 4-6 years of experience in managed service programs, contingent workforce management, staffing, HR, or procurement.
• Experience owning a full delivery workload within a high-touch MSP account; experience acting as a deputy or senior individual contributor is a strong plus.
• Working knowledge of MSP delivery models, Vendor Management Systems, staffing operations, employment law, worker classifications, and compliance.
• Strong stakeholder relationships and the credibility to represent the program directly.
• A track record of helping a program meet its SLAs, KPIs, and client satisfaction goals.
• Sound financial and commercial understanding, including the ability to read program analytics and understand how the account performs.
• Strong analytical skills, with experience building, validating, and presenting reports.
• Exceptional communication, organization, planning, and stakeholder-management skills.
• Ability to translate complex information into practical recommendations.
• Ability to manage competing priorities and drive work through completion.
• Advanced proficiency in Microsoft Excel and PowerPoint.
• Experience in pharmaceutical, life sciences, or another highly regulated industry preferred.
• Onsite MSP delivery experience is a plus.

Physical Requirements

• Ability to sit for extended periods of time
• Ability to commute to and work onsite at our clients office in Boston, MA on a hybrid schedule

Education Requirements

• Bachelor's degree is required

Benefits

Atrium offers a comprehensive Atrium Care Package , available upon eligibility, including:

• 20 days of Paid Time Off (PTO)
• 11 paid holidays
• Medical, Dental, and Vision Insurance
• Health Savings Account (HSA) & Flexible Spending Accounts (FSA)
• Pet Insurance
• Legal Benefits
• 401(k) Program with employer match
• Employee Assistance Programs

Employee Perks:

• Uncapped Commission
• Summer Fridays
• Flexible Work Schedule: Hybrid work schedule, 3 days a week on-site
• Vibrant company culture with monthly events and in-office amenities
• Employee Wellness Programs
• Employee Discounts through Working Advantage
• Professional Development Opportunities
• Commuter Benefit Program

COMPENSATION
Total compensation potential based on experience and performance will range from$90,000-$110,000.

About Atrium Founded in 1995, Atrium is a WBENC-certified leader in Extended Workforce Management and Talent Solutions, blending technology and human expertise to help leading brands reimagine how work gets done. Atrium delivers its market-leading solutions through four divisions: Talent Solutions, AtriumWORKS™, HR Advisory Services, and Atrium Innovation Research™ (AIR). All offerings integrate seamlessly to create flexible programs built for the evolving world of work. What you do matters. As a people-centric organization, we foster an environment of collaboration, high performance, and innovation where your talents are valued, and your achievements are celebrated. Join us and become part of an inclusive team committed to your growth and success. By applying to this job, you agree to receive calls, AI-generated calls, text messages, and/or emails from Atrium and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to opt out on any message you receive. For more details, please review our Terms of Use and Privacy Policy . As a woman-owned firm, we value diversity. We are an equal opportunity and affirmative action employer and will consider all applications without regard to race, sex (including gender, pregnancy, sexual orientation and gender identity), age, color, religion or creed, national origin or ancestry, veteran status, disability (physical or mental), genetic information, citizenship or any other characteristic protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Candidates who apply for roles through the Atrium website will be added to our candidate pool and may be considered for additional roles of a similar title. Please contact us to request an accommodation.
EOE/M/F/D/V/SO

Position ID: 1235