Service Provider Program Manager in Richmond, Virginia at Hyper Solutions Inc

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

• 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.