Service Provider Program Manager

Description The Service Provider Program Manager at Hyper Solutions plays a key role in building, managing, and scaling the third-party service provider network that supports Hyper’s field service delivery model. This position is responsible for ensuring the provider network is structured, qualified, and ready to meet customer service commitments across all regions. This role owns the provider program end-to-end, from identifying and onboarding partners to negotiating commercial terms and managing ongoing performance. It ensures the right balance of cost, coverage, quality, and response capability is in place as Hyper’s installed base grows. This position is well-suited for a highly organized operator who thrives in cross-functional environments and is comfortable managing vendor relationships, contracts, and performance standards at scale. Core Responsibilities Identify, recruit, and onboard qualified third-party service providers across priority regions  Develop and maintain SLA coverage maps and response frameworks aligned with customer commitments  Source new providers through platforms, industry networks, and referrals  Evaluate and address geographic coverage gaps as the installed base expands  Build redundancy and escalation paths within the provider network  Negotiate Master Service Agreements (MSAs), labor rates, and regional pricing structures  Define and enforce standards for service authorization, invoicing, and payment terms  Develop commercial frameworks that balance cost efficiency with service quality  Ensure all provider agreements meet compliance and risk requirements  Define and track provider KPIs including response time, SLA adherence, and quality performance  Conduct regular provider performance reviews and implement corrective actions as needed  Additional Responsibilities Manage provider qualification criteria including safety standards, certifications, and insurance requirements  Maintain compliance documentation and tracking through platforms such as Avetta  Coordinate onboarding, training, and readiness of service providers  Maintain program documentation, playbooks, and reporting for internal visibility  Partner with Service Operations, Sales, Finance, and Compliance teams to align provider network with business needs  Support continuous improvement of the provider program based on operational feedback and field performance Requirements 5–10 years of experience in partner/vendor management, service operations, or program management  Experience building or managing a third-party service or field provider network  Ability to manage multiple vendors across regions with strong organizational discipline  Strong communication and stakeholder management skills across cross-functional teams  Preferred Qualifications Experience with provider compliance platforms such as Avetta or ISNetworld  Strong contract negotiation experience including MSAs, SLAs, and labor rate structures  Background in data center infrastructure, electrical equipment, or industrial services  Experience working with OEM or third-party service delivery models  Familiarity with SLA-based service contracts and coverage mapping  Experience with vendor performance management systems and scorecards  MBA or equivalent business and technical experience  What Success Looks Like A qualified and geographically complete provider network that supports service commitments  MSAs and commercial frameworks established ahead of operational demand  Strong provider performance across response time, quality, and compliance metrics  A scalable and well-documented provider program aligned with business growth  High internal confidence in provider network readiness to support customer commitments  Why Hyper? At Hyper, you’ll play a central role in enabling a scalable and reliable service delivery model for mission-critical infrastructure. You’ll work across service, sales, and operations teams to ensure the provider network is structured to support growth, customer expectations, and long-term success. This is a high-impact role where you can directly influence how Hyper delivers service at scale while building the foundation for a next-generation OEM service model. Location Onsite in Richmond, VA, or remote, depending on candidate location and business needs. Compensation The anticipated minimum hiring range for this role is $110,000 - $130,000 per year. Actual salary varies due to factors that may include but not limited to relevant experience, skills, certifications and location. This hire will be eligible for discretionary bonus or incentive compensation. Variable compensation may depend on various factors, such as individual and organizational performance. Hyper Solutions is an Equal Opportunity Employer.  We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other protected status under applicable laws. All applications will be used exclusively for selection purposes and handled confidentially by authorized personnel only. Your application may also be considered for other suitable positions within Hyper Solutions, Inc. Please note that Hyper Solutions is currently unable to offer visa sponsorship, and applicants must be authorized to work in the U.S. without the need for sponsorship now or in the future.