MSP Program Lead in Bournemouth

Pinnacle Group is a leading global provider of staffing and workforce solutions, supporting enterprise clients through innovative Managed Service Provider (MSP) and workforce programs. We partner closely with our clients to deliver scalable, high-performing talent solutions while maintaining a strong focus on operational excellence, accountability, and measurable outcomes. Our teams are empowered to lead complex programs, build trusted client relationships, and drive continuous improvement across the talent lifecycle.

The Program Lead – Client Services is responsible for the overall success, performance, and delivery of a client MSP program. This role serves as the primary point of contact for customers and hiring managers, ensuring program objectives, service levels, and performance metrics are consistently achieved. The Program Lead provides strategic oversight, leads and mentors assigned team members, and drives operational excellence across all aspects of program execution. This is a highly visible role requiring strong client engagement, leadership, and accountability for outcomes.

Key Responsibilities:

• Serve as the primary client-facing leader for the MSP program, building trusted relationships with customers and hiring managers.
• Own overall program performance, including service delivery, operational execution, and achievement of defined KPIs and SLAs.
• Lead, coach, and mentor team members assigned to the account, ensuring productivity, engagement, and professional development.
• Partner with hiring managers to conduct intake discussions, align on workforce needs, and ensure clarity of role requirements and timelines.
• Oversee requisition management, candidate flow, and supplier performance within the Vendor Management System (VMS).
• Monitor, analyze, and report on key performance metrics such as time-to-fill, quality of submissions, compliance, and customer satisfaction.
• Drive continuous improvement initiatives to optimize processes, improve efficiency, and enhance the client experience.
• Facilitate regular client meetings, business reviews, and performance discussions to communicate progress and align on strategic goals.
• Ensure program compliance with client policies, contractual requirements, and workforce regulations.

Requirements:

• 5+ years of experience in MSP, staffing, or workforce solutions, with demonstrated client-facing leadership responsibility.
• Proven experience managing or leading staffing programs with accountability for delivery, metrics, and outcomes.
• Strong background engaging directly with customers and hiring managers to support workforce planning and execution.
• Experience leading, mentoring, or managing team members within a client services or delivery environment.
• Proficiency with Vendor Management Systems (e.g., Beeline, Fieldglass) and staffing program reporting.
• Strong analytical skills with the ability to interpret performance data and drive actionable improvements.
• Excellent communication, presentation, and stakeholder management skills.
• Bachelor’s degree in Business, Human Resources, or a related field (or equivalent professional experience).

At Pinnacle Group, you will lead impactful workforce programs that directly influence client success. We offer opportunities to grow into senior leadership roles while working alongside experienced professionals who value accountability, collaboration, and results. Our client-focused culture empowers you to take ownership, innovate, and make meaningful contributions across enterprise-level programs. You’ll be supported by a strong organization committed to your growth and long-term career success.