Director MSP - Global Client Services Delivery

Location : Mumbai - Hybrid work model

Shift : General about Randstad

Enterprise Solutions

Randstad Enterprise Solutions including Randstad Sourceright, Randstad Enterprise Group and Randstad RiseSmart provides solutions and expertise that help enterprise clients position for growth, execute on strategy and improve business agility. Working across the broad spectrum of Randstad Enterprise Solutions, the collective experience of the teams encompasses all facets of the global talent spectrum, from the acquisition of talent to skilling and coaching to outplacement solutions. Enabled by innovative technologies, key offerings include HR and recruitment solutions, recruitment process outsourcing (RPO), managed services programs (MSP), statement of work (SOW), outplacement, coaching and total talent solutions.

job context and purpose The Global MSP Director serves as an executive leader accountable for driving global client strategy, steering high-value strategic partnerships, and overseeing end-to-end service delivery across major accounts. This executive position demands comprehensive mastery of global market dynamics and industry trends, deep expertise in large-scale MSP delivery, exceptional commercial and P&L; leadership, and the ability to influence C-suite stakeholders globally and regionally. Depending on portfolio scale, this role leads multi-region delivery structures or partners directly with executive leadership to drive global organizational growth.

Client-centric service delivery and value driver

- Manage global client programs, ensuring alignment with client needs and contractual obligations.
- Develop and maintain robust client relationships, serving as the primary client liaison. Exercise responsibility for overall profit and loss, growth, and earnings before interest, taxes, depreciation, and amortization (EBITDA).
- Drive client growth through strategic account planning and cross-selling of Randstad's specializations, and collaborative proposal development with sales teams.
- Act as the primary escalation point for the account for operational issues.
- Collaborate with internal teams to drive technology strategies and innovative solutions.
- Deliver long-term strategic value by co-designing multi-year account roadmaps, driving innovation, and optimizing total cost of workforce management.
- Identify and capitalize on organic expansion opportunities across new geographies, business units, and service lines to maximize account revenue and margin performance.
- Maintain full P&L; accountability across the client portfolio, optimizing gross margins, managing delivery costs, and achieving targeted EBITDA targets.

Strategic Leadership and Industry Expertise

- Direct global account delivery strategies by synthesizing deep market intelligence, evaluating competitive dynamics, and capitalizing on emerging enterprise opportunities within the vertical industry.
- Serve as an executive advisor and thought leader to C-suite client stakeholders, delivering strategic foresight and industry insights to shape client workforce strategy.
- Spearhead the end-to-end design, execution, and evolution of multi-year global account roadmaps and strategic transformation initiatives across complex client organizations.





Commercial Operations and Governance

- Exercise comprehensive financial leadership and ultimate accountability for multi-million dollar service delivery budgets and operational profit targets across the global portfolio.
- Drive full P&L; ownership and optimize margins by leveraging Target Operating Model (TOM) frameworks, high-impact location strategies, global resource re-pyramiding, and operational restructuring to maximize account profitability.
- Establish robust enterprise governance structures to ensure flawless execution of strategic global programs and secure market-leading Client Satisfaction (CSAT) ratings.
- Champion continuous operational evolution, driving systemic process innovations that enhance global service delivery standards, scalability, and margin expansion.
- Oversee executive service delivery across all outsourced MSP functions, consistently surpassing contractual SLAs while delivering executive-level business intelligence and strategic performance insights to client boardrooms.
- Architect and execute proactive global risk management frameworks to safeguard service continuity, regulatory compliance, and brand reputation across all client delivery regions.
- Lead complex, executive-level commercial negotiations, including cost of living adjustments (COLA), contract renewals, and scope expansions in close partnership with Legal and Industry Vertical Leadership.
- Steer data-driven strategic planning by synthesizing complex metrics—including enterprise portfolio margins, demand forecasting, KPI trends, and executive client sentiment—to guide C-suite decision-making.

Operational Excellence and Global Collaboration

- Deliver consistent, high quality solutions.
- Ensure alignment with the Enterprise Target Operating model and location strategy.
- Foster a culture of collaboration and knowledge-sharing.
- Ensure compliance with legislative, regulatory, and contractual requirements.
- Promote continuous improvement through the adoption of LEAN principles.

Team Leadership and Development

- Provide executive leadership across multi-region service delivery teams, driving overarching talent strategy and establishing a unified, high-performance culture globally.
- Partner with global senior stakeholders and cross-functional executive teams to align team capabilities with broader organizational and client objectives.
- Champion strategic talent development and global upskilling initiatives using structured frameworks, including Individual Development Plans (IDPs) and the 70/20/10 model.
- Mentor and coach senior delivery leaders, fostering leadership succession and robust professional growth across global teams.
- Oversee strategic workforce planning, executive hiring, and promotional activities across multi-region accounts to uphold enterprise governance and performance standards.
- Drive continuous employee engagement,



diversity initiatives, and talent retention strategies across all global operating regions.
- Extensive leadership expertise and proven success in relevant business functions.
- Demonstrated ability to lead teams across country level or multi-state complex programs and high-volume accounts.
- Demonstrated success in multi-location client relationships.

Skills and Competencies

- Industry specialization: Strong knowledge of the industry vertical and prior experience working with clients from the same industry.
- Client-Centricity: Ability to identify and meet client needs, fostering trusted partnerships at the executive level.
- Program Management: Ability to manage longer term, strategic projects in an organized manner within timelines and budget.
- Strategic Thinking: Experienced in developing actionable strategies based on market and industry insights.
- Financial Acumen: Proven skills in budgeting, financial analysis, and driving profitability.
- Lead Generation: Ability to identify and qualify recent business opportunities to drive account growth. Ability to pitch ideas/ offerings to clients with supporting case for business value.
- Performance Management: Expertise in setting, monitoring, and evaluating performance metrics to drive team and account success.
- Communication: Negotiation, influencing, and relationship-building skills with stakeholders at all levels.
- Result-oriented: Proactive action driven mindset that focuses on achieving specific, high-quality outcomes.

Knowledge

- Deep understanding of current trends and best practices in RPO and MSP programs in the market.
- Strong organizational, analytical, and problem-solving abilities to manage complex, multi-faceted programs.
- Comprehensive knowledge of compliance, risk management, and data protection practices.

Randstad leadership competencies intellectual strength

Randstad leaders leverage strong intellectual power to identify patterns and draw insights from information in order to conceptualize strategic direction, solve problems and identify opportunities.

agility

Randstad leaders leverage proactively address change on all dimensions. They anticipate change and view situations from different perspectives whilst keeping pace in decision making to realize opportunities and mitigate risks.

excellent execution

Randstad leaders drive excellent execution by setting robust processes to execute strategies and follow through with strong monitoring and operational navigation to ensure results. Is firm and courageous in leading execution.

lead

Randstad leaders enable teams to deliver high performance by providing direction and clarity of purpose, a focus on accountability and the orchestration of efforts. They set high standards and provide the support people need.

connect

Randstad leaders identify potential for synergies across the business and build commitment to achieve shared goals. They thrive on working with people that represent a mix of backgrounds, insights and perspectives.

partner

Randstad leaders build strategic partnerships with clients and stakeholders. They actively shape the external environment for the success of Randstad, leveraging their personal credibility and thought leadership in getting people onside.

📌 Director Managed Services (Mumbai)
🏢 Randstad Enterprise
📍 Mumbai