Service Provider Program Manager

DescriptionThe 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 ResponsibilitiesIdentify, recruit, and onboard qualified third-party service providers across priority regionsDevelop and maintain SLA coverage maps and response frameworks aligned with customer commitmentsSource new providers through platforms, industry networks, and referralsEvaluate and address geographic coverage gaps as the installed base expandsBuild redundancy and escalation paths within the provider networkNegotiate Master Service Agreements (MSAs), labor rates, and regional pricing structuresDefine and enforce standards for service authorization, invoicing, and payment termsDevelop commercial frameworks that balance cost efficiency with service qualityEnsure all provider agreements meet compliance and risk requirementsDefine and track provider KPIs including response time, SLA adherence, and quality performanceConduct regular provider performance reviews and implement corrective actions as neededAdditional ResponsibilitiesManage provider qualification criteria including safety standards, certifications, and insurance requirementsMaintain compliance documentation and tracking through platforms such as AvettaCoordinate onboarding, training, and readiness of service providersMaintain program documentation, playbooks, and reporting for internal visibilityPartner with Service Operations, Sales, Finance, and Compliance teams to align provider network with business needsSupport continuous improvement of the provider program based on operational feedback and field performanceRequirements5–10 years of experience in partner/vendor management, service operations, or program managementExperience building or managing a third-party service or field provider networkAbility to manage multiple vendors across regions with strong organizational disciplineStrong communication and stakeholder management skills across cross-functional teamsPreferred QualificationsExperience with provider compliance platforms such as Avetta or ISNetworldStrong contract negotiation experience including MSAs, SLAs, and labor rate structuresBackground in data center infrastructure, electrical equipment, or industrial servicesExperience working with OEM or third-party service delivery modelsFamiliarity with SLA-based service contracts and coverage mappingExperience with vendor performance management systems and scorecardsMBA or equivalent business and technical experienceWhat Success Looks LikeA qualified and geographically complete provider network that supports service commitmentsMSAs and commercial frameworks established ahead of operational demandStrong provider performance across response time, quality, and compliance metricsA scalable and well-documented provider program aligned with business growthHigh internal confidence in provider network readiness to support customer commitmentsWhy 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.LocationOnsite in Richmond, VA, or remote, depending on candidate location and business needs.CompensationThe 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.