ABOUT THE ROLE
Client is seeking an experienced CoE Lead to design and stand up a Center of Excellence for Managed Service Provider (MSP) Excellence within our Global Technology Solutions organization. This is a builder's engagement: the CoE does not yet exist, SIAM standards are undocumented, and playbooks are nascent. The contractor will define what the CoE is, establish its standards and playbooks, build enablement programs for retained staff and vendors, and document everything in a form that transfers cleanly to the permanent team when the engagement closes.
This engagement carries executive support and a clear mandate to deliver. The CoE Lead will operate with the independence and structure of an experienced consulting practitioner — managing stakeholders, delivering to scope, and ensuring a clean handoff at close.
WHAT YOU'LL DO
Define the purpose, scope, operating model, and governance structure of the MSP Excellence CoE, including what it owns, what it advises on, and how it interfaces with Provider Governance, Finance, and Data teams.
Establish the CoE's standards council cadence and decision-making process for approving SIAM standards, onboarding assets, and training curriculum.
Develop the core set of SIAM standards, process playbooks, and operating procedures that retained teams and vendors will follow — practical and adoptable at the client's current maturity level.
Build a reusable library of templates, checklists, and reference materials the team can maintain and update over time.
Design and deliver training programs for the SPOps team covering SIAM principles, vendor governance expectations, and evidence standards.
Build onboarding materials for new providers and team members to ensure consistent understanding of how Client governs its MSP ecosystem.
Conduct an initial maturity assessment of the current MSP governance ecosystem to identify capability gaps; define a maturity roadmap the permanent team can pursue after engagement close.
Document all CoE assets, standards, processes, and training materials in a form the permanent team can own, update, and operate without external support.
Support knowledge transfer to the incoming permanent team as they come on board during the engagement period.
WHO YOU ARE
10+ years in consulting or enterprise roles designing and operating CoEs, enablement functions, or capability development programs for technology services environments
Demonstrated experience building governance standards, playbooks, and training programs for multi-provider managed services ecosystems
Produces standards and playbooks that people actually use — accessible, actionable, and calibrated to where the organization actually is
Experienced operating as an independent contractor; able to structure work, manage stakeholders, and deliver to a defined scope and timeline without organizational infrastructure
Strong facilitation and instructional design skills; has designed and delivered training programs for mixed-experience audiences
Committed to leaving assets and documentation the permanent team can own and operate independently
ITIL, PMP, or equivalent certifications a plus
Bachelor's degree required
COMPETENCIES
CoE design and operating model development
SIAM standards and playbook development
Enablement, training, and facilitation
Maturity assessment and roadmap development
Consulting delivery and clean handoff discipline
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